Complaint Review: Statewide Remodeling

Home depot put me on their red beacon. I received a call from a rep after I told her what I need done she told me that bathrooms are 10 to 15 grand. Huh they don't even know the size of my bathroom. To make it short. The walk through was a piece of paper he circled on. For example counters he circles. Next the estimate 30 day price two bathrooms already done just need cosmetics. Easy stuff. Kitchen stain custom made cabinets already there and granite counter tops. Total 30 day price 30,996. Sign right now price 29,887 Where this number came from. I CAN'T SAY.. He would look at circled paper then use calculator. Nothing broke down an nothing in detail. He told me any fixtures I purchased my self the contractors would put in. I pay labor. Ummm what's the labor charge. So if I just wanted to pay each room this is 30 day price master bath 14,916 sign right now 11,932 guest bath 30 day 14,944 sign now 9,351 with out walk in shower, leave bath tub add tile. With walk in shower no tub no glass doors 10,460. They do not break it down. For example Like floor trim this much. Tile floor this many sqft this much. Then on the estimate sheet at bottom it say "Do to high demand for our product we are not able to hire enough designers personnel to see everyone who inquire about our product. We do not like to miss any appointments this up sets many customers and they will not reset their appointment. To maximize our coverage we have authorized our design personnel to offer a discount to those who are willing to make a decision on their first visit  It seems fair to those customers who help us save money that we pass the saving back to them. We appreciate your help in this matter. This offer must be further accepted or declined on the day on initial appointment. Thank you for your consideration".... Then below you sign accept or decline. I told the guy I was not making any commitments today. This was an estimate visit. And I felt pressured by just the writing. But then the difference in price. The better deal I would think I would get.  I stepped out took a picture of the estimate sent via text to send to my boyfriend. The rep told me that people that don't sign the today price never call back. Well duh it's the hook and reel  process. If the fish comes off the hook you lose it. So you have to get it the first try. So the price stayed in the 10 15 range. They new from the first call I had no problem with this amount. Then he Lolly gaged me.... Came back with a high ball price an made it look good in lowering it making me think I am getting a deal if I sign now. But really I would be getting rapped and not know it. My bathrooms are small. So is my kitchen. No way am I going to pay Home depot to get their cut then statewide cut. Nah I am cool. I can spend 2 to 3 grand on each bathroom and have it done the same way. To original poster. There is no break down with the number. For example. The job is 2 grand in reality statewide offers you 6 grand discount maybe 1 grand and you think you are getting a deal so you sign right there. That's probably how they got her. Also I am very Thankful I read your experiences. I realized I save my butt by not signing. Thank you. 

I am sorry to hear you or your relative had a bad experience with my company, and as President of Statewide Remodeling would like to follow up on your issues.  Jody, if you would be kind enough to forward me your information at my email address, rlevin@statewideremodeling.com, including the name of your relative you are speaking for, I would be willing to look in to your issues.  If you would rather call with the information, I can be reached at 214-677-9000, extension 203.

It is difficult to respond to various accusations without a name of the customer to review the file and the issues you have stated.  The one I can respond too is the "hearsay" comment about bringing food to get someone to buy from us, which is ludicrous.  There have been times that our representatives have formed good personal relationships with customers when they are in the home, and as a thank you gesture after the job is complete have brought out a gift, which they have paid for out of their own pocket.

I look forward to you getting me the requested information to follow up on your (or your relatives) issues.

Robert Levin
President
Statewide Remodeling

This is solely directed towards the VP of Statewide Remodeling Mr. Frank Manzanre.

I sincerely hope that you could invest a small amount of time from your extremely busy schedule to take class(es) on basic grammar skills, such as English 1301 or 1302 at a local college.
The reason I am choosing to write this review is because I believe it displays a negative impact on your company. The negative impact is due to the fact that the "man-in-charge" does not maintain or have the basic grammar skills to type a formal response to a client/customer.

What type of image does that portray of your company?

Recently, I was a potential client/customer of Statewide Remodeling; however, after spending three hours with the sales representative (who was very nice, but not quite so knowledgable in some areas,) we decided that it would be in our best interest for us to wait to sign any contract for services. The reason my wife nor I would sign a contract was because we DID NOT feel like Statewide had our best interests in mind and that we felt that the pricing was exorbitant for the size of our bathroom. When given a guarantee by the sales representative that Statewide would work with us, with a "promissory note (same-as-cash for 6 months)" type of plan, and if an unforseeable event were to occur, we simply asked for it to be documented in writing. We continued to insinuate that we would only accept that "promise" in writing, each time he would change the subject back to attempting to get us to sign a contract tonight, which we had repeatedly stated for the final 45 minutes that we did not wish to sign a contract this evening.

Mr.  Manzare, I would not mind to personally speak with you regarding this matter, nor to clear any misconceptions that I or my wife have developed. The last name of the sales representative that came to speak with us was Kedare, and our appointment was on Tuesday May 24, 2011 in the evening hours in Garland, TX.
I am sure that could find my full name and phone number, if you wish to discuss these issues with me.

Thanks!

Frank, are you seriously unable to see why I am annoyed?  You take the time to monitor these sites and to respond with nonsense when you could just simply pick up a phone and call the customer directly.  Check your records if youve lost their number.  Ive tried contacting you on multiple occasions, unsuccessfully.  I give up now, as I can assume that I finally got an answer from you.

You frequently mention the BBB.  Why is arbitration required to get an honest attempt out of you?  I thought I made it clear why I dont believe in the BBB.  I am not of that generation.  I believe in word of mouth from those with experience in the service or product; the same word of mouth that I assume helped you build your business.  Last time I checked, the BBB (that you financially support) helps you keep your disputes quiet.

You obviously dont understand the internet.  This isnt 1994.  People can come together now and share experiences with little effort.  They read reviews.  For example, I read reviews at sites like Amazon before I purchase most products (I even saw a post there with your name).  Sure you have to consider the source, but they are helpful to me when making a decision.  I am sure that others can relate.  Unfortunately my mother isnt familiar with this practice.  She trusted your company and didnt even research you or consider other options before signing.  You taught her a lesson.

I searched the internet, reading every customer complaint and follow-up post from you that I could find.  Each one was written with a similar tone.  The customer is a liar. They want something for nothing. The rant continues.   Some so immature that I initially thought a juvenile had written.  You cant just exercise selective amnesia and expect a problem to disappear.  It makes sense that a customer would continue to complain when you dont follow through.

The only exception I found to your attitude is when you are soliciting for business.  I saw your posts on sites similar to this, responding to customers complaints like ours.  Allow me to refresh your memory with a copy of one:

"Written by Statewide Remodeling / Home De, on 25-08-2010 10:06 - This is just sad to see this happening to you folks. We here at Statewide Remodeling which services the Home Depot in Dallas and Austin just would not let this happen. I am the owner of Statewide and I am always available to take your call and see that the work is done right. We just do not have the complaints like these other companies. That is not to say that we are get it right - but we make it right. That is what makes a great company to do business with. Thank you for your time."

Frank, thanks for proving my point.  You would rather conduct a public argument and keep a customers full $1200 deposit all the way to arbitration just because you have a signed document.  You are getting something for nothing.  We may eventually get to the BBB, but I want to explore some other (more effective) avenues first.  Hopefully by spreading the word, more customers will speak up and post similar experiences, because with your demeanor I am sure there are many more.  Then maybe the size of your company will dwindle to a level that you can manage more effectively.  And just maybe your attitude will transform back to the way it was in 1994 as you described.  I ran across a quote recently that I find appropriate here.  Sometimes we must fall to appreciate the value of being able to stand.

I am (or will be rather) extremely embarrassed that I responded to you a second time.  I am letting my frustration get the best of me.  I do want you to know that I am forgiving, and that I do still believe in turning a negative experience into a positive one, which is why I made considerable offers to you in the first place.  If you do ever decide to make it right feel free to call

The Rant continues. If this person had even read my last response i was refering to the Jim person as mysterious not the original complaimer. I need to go now i must take some food to some more customers...LOL.    

Like i said If you have a ligitimate complaint please file it with the BBB

I rest my case

This is absolutely unbelievable!  Frank, how on earth have you run a successful company for this length of time?  It surely isn't due to honesty or integrity.  I take offense to your implication that I am a mysterious liar when I have repeatedly attempted to conduct a legitimate conversation with you; one that ends with a distinct answer.  Nor do I appreciate you wasting time with your silly games.  The only mysterious person here is you.  Let me add details to my true story and then Frank can continue digging his hole.  With each response he adds credibility to my claim (the subject of my post).

My mother and I visited Paul Giokas during the first week of October 2010. This was the meeting that I described above in my original post.  I called Frank on 10/12/2010 partly out of sincerity to him.  I left a message calmly stating that I was irritated and that I wanted to speak with him in effort to resolve this fairly.  I had most of this report written by then, but did I immediately post it?  No.  I wanted to see if this dispute could be resolved privately.  He called me back within an hour or so (conversation summarized above) and stated that he would get back with me.  He never did.  I sent him an email.  He never responded.  I left him a follow-up voicemail.  He never returned it.

As you can see I finally submitted my report on 10/25/2010 (~2 weeks later).  At this same time I posted similar reviews elsewhere online (insiderpages, google, and a few others).  To my surprise Statewide Remodeling was able to get most of them removed.  Funny how positive reviews can stay, but a negative review can just disappear?!  Keep this in mind when you research a companys reputation online next time.  I commend this site for allowing my story to be told.

Out of the blue on Friday 10/29/2010, Frank leaves a message on my mothers voicemail asking that I call him regarding an offer that I proposed over 2 weeks earlier (probably because he saw the online reviews that I left).  Here is the interesting part - I mentioned this offer in the email that I sent him and in the voicemail that I left him on 10/13/2010.  In his message he states that he is sorry and that he lost my contact info.  He remembers the offer, but lost my contact info that accompanied the offer?  His message was relayed to me and I called him back on Monday morning 11/1/2010.  No answer.  I left a message.  No call back.  I called him the next day and left another message.  No call back.  Then on Friday afternoon 11/5/2010 he calls me, apologizing as always (what for?).  I am sorry, this is the first chance that I had to call you without interruption.  He asks me about the offer.  I repeat it.  Again he tells me that he will discuss with Paul and will contact me.  Paul has to run the numbers.  Ill get with Paul and well get back to you probably on Monday.  He sounded sincere, and I actually believed him this time too.  So, on Monday 11/8/2010 I was expecting to hear from him.  But so far, nothing!  It is now 11/18/2010 (12 days since) and I was planning to wait until Friday (~2 weeks) before calling him back to follow up.

Meanwhile, I just happened to check my email and see that some rebuttals were added to this report 3 days ago.  I go online to read them.  Wow!  You can imagine my surprise.  Is this guy for real?  Is he crazy?  Is he in over his head with his business?  Is he just a poor liar?  I have no idea.  But I can assure you that I would not waste my time making up stories like this.  Not once were our conversations heated.  Not once did we argue with each other.  But not once did he ever give me the impression that he remembered me, nor did he leave me with a simple straight answer.  And as you can see he certainly does not keep his word, or answer his calls, or respond to his messages in a timely manner (if at all).  And when he does, he responds with a false sense of reality.  Since it is apparently too difficult to speak with him privately over the phone, I will respond to him here:

This person whose name is Jody Knoll is speaking for his mother whome i have never been able to reach - Frank, I got involved because I questioned your business ethics in this particular situation, and my experience with you thus far has validated my suspicion.

At that time we where told there was a problem with the money and they , Now Jody is involved could not pay.  They wanted all their money back - When did we demand this?  I realize that a contract was signed.  I have no idea how she was convinced to sign something like this, I addressed that earlier.  I do wish I was there to prevent it, but thats all in the past.  All I was asking for is a fair resolution.  Initially, I just wanted to see some of the numbers that you guys claim to be crunching all day.  I asked for more than just a one sentence job description attached to an evenly rounded number of $6000.  I even offered up some of my own savings in attempt to reach a resolution with you.  I dont have $4800 to give, nor would I even attempt to acquire it when you cant even provide some reasoning as to how you reached this number.  How do you justify a contract price of $6000 for this job?  We were repeatedly denied that courtesy.  It no longer matters to me because I am now convinced that your business model is based on sales rather than service.

I returned every call and email he sent - Really?  So I am a liar?  You admitted yourself that you lost my contact info.  I imagine that you most likely lost it when you hit <delete> after hearing (and reading) my messages.

The problem here is this guy did not get what he wanted and is now trying to slander my business because of it - What is slanderous about my post?  The truth?  The fact that I want others to know what its like dealing with your company?  Do you even remember what I want?  To work something out other than to simply lose $1200, or to finance another $4800 which cant be paid.  You are in possession of the materials.  The work was never initiated.  You keep referring to your manufacturer.  Who is this manufacturer?  Luxury Bath?  You are in a franchisor/franchisee relationship with them.  Your contract header even states, Statewide Remodeling DBA (doing business as) Luxury Bath Systems of DFW.  You guys are working together.  My guess is that they manufacture it and you sell it under their name.  As I stated before, neither of you will disclose the cost of these materials (not even an approximate retail value).  And to date, no one at Statewide Remodeling can show me an itemized list of what the $6000 is paying for.  At this point I wouldnt believe you anyway so it no longer matters.

I AGREED TO LOWER THE PRICE - Did you remember to tell someone about your agreement?  I was not aware of this.  My mother wasnt aware of this.  In fact, I was waiting to hear back from you regarding the subject.  Monday (11/8), remember?  You were going to get back to me.

"We don't bring food out to a customers house during a sales presentation? He says he read that somewhere.... - Yes, I read it from YOUR own post at the link below.  Did I misread something?

 (((Redacted)))

If he found a company that was doing the same job we where offering for 50% less i would like to know who it is? - Who said 50% less?  Your $6000 contract price in this case is in fact over 50% more than quotes received from your competitors since this dispute began.  Doing the math, that makes their offer 33% less, not 50%.  Try calling your competitors.  You knowthe ones with a large overhead like yours, where the customer pays considerably more to help finance their marketing department.  There are several that I know of in DFW off the top of my head.  You should know more than I.  Call them and ask.

I just had a job very similar to the one ordered here done at my home the video will be on you tube shortly. The costs for material & labor alone was almost $4,000. The materials i now have in my warehouse for this job have a 30% restocking fee for me to return them to the manufacture. - Please hurry, I have been waiting for months to see this video since I read about it on your company blog.  I find it interesting that the numbers you throw out just happen to add up to the exact amount that we are disputing.  30% restocking fee on a reported cost of $4000 = $1200.  Is this how you justify keeping the $1200 deposit?  I am also intrigued by your coincidental mention of an approximate $4000 cost for a similar job, especially since that exact number was offered by me during our discussion.  There is no cost of labor in this case, except for your precious time spent dancing around a resolution.  I also find it interesting that your contract price was rounded to the nearest $1000.  How many others are rounded to $x,000 or $x,500?  I want your potential customers to be aware of these observations.

Who does he think paid for the materials for this job? Statewide Remodeling did! - How so?  If I remember correctly, you still have my mothers $1200.  I dont work for you so I obviously cant prove it, but I have read reports from others in your industry stating that material costs for a standard job like this run somewhere between $1000 - $1500, even less if a customer chooses to purchase off-the-shelf materials from Lowes or Home Depot (at retail prices).  I made several attempts to estimate the retail value of your product on my own; I even called Luxury Bath Inc., but no one would answer my question.  Customers have a right to know the value of a product that they purchase.

BBB. we do have an A+ rating with the Dallas & Ft. Worth BBB's and this is not easy to do. Yes we pay to be a member but i can promise you it has no bearing on my rating. I wonder why Mr. Knoll did not file a complaint with the BBB? Probably because he knows he is wrong and the BBB would agree with Statewide in this case. - I have read the contract that is written unquestionably in your favor.  Why did I choose to contact you first PRIVATELY before posting reviews or filing a complaint with the BBB?  Is that your question?  Again, I was waiting on an answer from you before I decided on my next move; a simple yes, no, take a hike, etc.  I have been waiting for weeks for you to simply get back to me.

7 customer testimonials on my web site? What am i supposed to do post thousands of these on my web site? - Why not?  Support the reputation that you claim.  I wouldn't be surprised if your $10 gift card incentive is padded into your contract price figures.  You probably bribe your customers with their own money.

We offer a satisfaction guarantee or your money back...in writing. - I would LOVE for someone to speak up regarding this.  In fact, posts elsewhere on this very site contradict your statement.  I must point out that Frank gives off the impression that he is unfamiliar with the mysterious Jim character who posted above, yet without doubt he knows who Jim is.  Search for Statewide Remodeling on this site.  Why must we post our complaints online to get a response from Frank?  He repeatedly states that complaining customers arent using their full names or providing contact info.  I am certain that like me most do, but PRIVATELY when contacting his company before exercising what little recourse that they now have, which is to warn others.  See Jims post (picture included) via the link below.  Thanks for your feedback Jim.

http://www.ripoffreport.com/home-improvements/statewide-remodeling/statewide-remodeling-inc-com-3a77e.htm

I generated the first lead and sold the first job. I still look at every customer the way i did the first one in 1994. - Im surprised that you can remember that far back in time, but cant remember our conversation 2 weeks ago.  If that were true, I wouldnt be writing this right now.

Frank, you may choose to label those that disagree with you as liars, but the truth speaks for itself.  And I would still appreciate that call that you promised me.

Response to whoever " Jim" is, I do post my name and numbers unlike most of the people who complain here. If you have a real issue give me a call or file a complaint with the BBB. We deserve to know who our accusers are. or you can put your full name here and contact number and i will call you.

as to the $100 gift card bribe it is $10 not $100. We offer every customer a $10 Wal Mart gift card to tell us about your experience with my company. We do this to compensate people for the time it takes to sit down & write a short note. We ask for this wheather it was a good or bad experience. I have never offered a $100 for a referral letter and i never will. I don't have too we have satisfied customers to complaint issues thousands to one. If people will take the time to read thru the 7-8 complaints here you will see that most are frivolous. they are people who want something for nothing they wanted something they did not pay for or they changed their mind and got mad because they where charged for the changes. They made demands for things that where not realistic. If they have a ligitimite complaint ...please file it with the BBB and i will respond in writting just like i do here. I have agreed to binding arbitration. These people do not do that because they know they do not have a ligit complaint and just want to slander a company that has a great reputation. we have won the consumers choice award for business excellence 5 years in a row. i could go on but it would do no good we will always have these folks who want something for nothing  

Jody,

I've had similiar dealings with Frank.  He promises more than he can deliver and doesn't have the first clue as to what his employees are doing.  He likes to post his number for anyone to call.  That's all great except that he doesn't act on the information provided to him and then proceeds to blame the person complaining.

 False promises and shody work is the reason they could only get 7 testimonials.  They tried to bribe me with a $100 Wal-Mart gift card to give a positive testomonial.  I ain't that cheap Frank.

Jim

where do you start with all these accusations?

I will try to address them in the order they where stated. My company has been in business for almost 17 years and has done thousands of jobs. We do not take advantage of any customers. We do go by a contract because unfortunately the day of the hand shake agreement are long gone and this customer is an example of that. This person whose name is Jody Knoll is speaking for his mother whome i have never been able to reach. To my knowledge Jody was not present during the estimate process for the bath remodel his mother purchased. There was no preasure for her to buy we do offer a first inspection discount and the customer has the option to accept it. our prices are always good for at least 30 days. His mother was called the day after the sale by the manager to confirm sale and ask if there was any questions. He was told everything was fine. We did a presite on the project as we do on every job we place and again no problems or issues where mentioned. We then ordered the material. The problem came up after all the materials arrived and we attempted to schedule the install. At that time we where told there was a problem with the money and they , Now Jody is involved could not pay. They wanted all their money back and yes the contract that was signed is a binding agreement on both parties and it clearly states if you cancel after three days there is a 25% penalty it is very clear in 10 point bold print very hard to miss. After Paul the sales manager explained this this customer did not accept what was written in the contract and wanted to go to a higher authority. Jody called me and i spoke to him .I spoke to him ever time he called & i was available. Anyone reading this will know when you run a large business or any business for that matter the owner is often in meetings! I returned every call and email he sent. The problem here is this guy did not get what he wanted and is now trying to slander my business because of it. I AGREED TO LOWER THE PRICE & I ALSO AGREED TO LET HIM OR HIS MOM USE THE DEPOSIT MONEY TOWARDS ANY WORK WE DO WEATHER NOW OR IN THE FUTURE. Guess he forgot that! 

We don't bring food out to a customers house during a sales presentation?

He says he read that somewhere....

I just had a job very similar to the one ordered here done at my home the video will be on you tube shortly. The costs for material & labor alone was almost $4,000. If he found a company that was doing the same job we where offering for 50% less i would like to know who it is? I wonder why he did not state that in his rant? Statewide Remodeling will always have higher prices than the guy working out of his pick up truck. Most people don't know this but 60-70% of all home remodeling companies are out of business in 3 years. Who warranties their work?

The 3 day rescission is a federal law. To this date i have not seen a written notice of cancellation from this customer. This is the law. We follow it but it appears this person thinks that unforeseeable events circumvent the law. Please try to tell that to a court of law & see what you are told!.

The materials i now have in my warehouse for this job have a 30% restocking fee for me to return them to the manufacture. I have no costs here according to Mr Knoll. Who does he think paid for the materials for this job? Statewide Remodeling did!

BBB. we do have an A+ rating with the Dallas & Ft. Worth BBB's and this is not easy to do. Yes we pay to be a member but i can promise you it has no bearing on my rating. I wonder why Mr. Knoll did not file a complaint with the BBB? Probably because he knows he is wrong and the BBB would agree with Statewide in this case. I have agreed to binding arbitration with the BBB. If we cannot come to terms with a customer in a dispute we will sit down with all parties, tell our stories and i will accept the BBB's decision. I encourage Mr. Knoll to go that route.  

7 customer testimonials on my web site? What am i supposed to do post thousands of these on my web site?

We offer a satisfaction guarantee or your money back...in writing.

as far as to how i respond to customer complaints. I am very passioninate about what we do and how we do it. I started this company with my partner from nothing. I generated the first lead and sold the first job. I still look at every customer the way i did the first one in 1994. I tell every customer i deal with if we have don't something wrong i will make it right & i will. But if you are looking for something for nothing you will not like dealing with me. When you do business with Statewide Remodeling i promise you will get what you paid for and a warranty that is second to none.

I am sorry that Mr. Knoll thinks it is ok to back out on a written agreement and them slander the company that was going by the agreement they signed. I would caution any remodeler from contracting with these folks. My contact number is 214-677-9000 ext 201. If anyone has any questions about our business please feel free to call. 

See their marketing website www.statewidemarketing.com. Save and read the training guides (links below) for Home Depot sales associates. "Look for customers purchasing items in the Plumbing and Kitchen Appliance aisle. Anyone buying items in the Appliance aisle is a potential candidate for our Kitchen Remodeling service." "Ask probing questions to gain agreement on the customer's need for kitchen renovation." "By simply helping to generate appointments, you can capture more sales for your store which can become more associates in your aisles!" And my favorite, "...the intent of this program is to....and potentially close the sale in one visit."

http://www.statewidemarketing.com/HD%20Bath%20Associate%20Training%20Guide_1-10-10.pdf

http://www.statewidemarketing.com/hd%20kitchen%20training%20guide%201-10-10.pdf

http://www.statewidemarketing.com/Temo%20Associate%20Training%20revised%201-1-10.pdf