Alure Home Improvement, Inc.

Review: We paid 25,000.00 to have a small bathroom redone and went with this Company thinking we would get the Bathroom we paid for. The shoddy workmanship, the quality of the products put in bathroom and the position that we have been put in has been such a heartache to us. The tile work has many imperfections and the Deco tiles which we complained about and they not willingly fixed some but not all is crooked and put in wrong. The floor tiles are crooked and some of them where placed the wrong way. Grout work not good . They did come again saying they would respackle,which when first done was a disgrace and the second crew did not do the best job either. They did fix some small details that should have never been to begin with like wrong colored hinges on door, wrong door [redacted] color, crooked handles on cabinets and the towel holders. Said they fixed corner deco tiles but broke them and filled with grout to cover up. My husband who is not well took them down and replaced with leftovers and did a beautiful job. They said they would fix two floor tiles but if they did they would crack with time so we left because they where not going to replace the full floor. The vanity and cabinet had scratches and marks and they used coverup and we showed them and they ignored .Presswood construction on everything but doors of vanity and column which for that amount of money should of been all wood. They left after the second crew and have since not been able to get in touch with. We waited 40 years to get this bathroom and this was such a disappointment. Have been told by many as well as one of their own contractors that this job could have been done for 10,000.00 less. We would like them to to give us the bathroom we paid for or reimburse us in some way. We have never had work done in our house as my husband always was capable of doing work but being not well we decided to go with Alure. We are so upset that we have been put in this position.Desired Settlement: Just to make things right or to be compensated for the terrible job and heartache they have caused us and most of all for other's to know what they are in for by using this Company. They do not stand by what they offer to you.

Business

Response:

We have scheduled an appointment with [redacted] and [redacted] for Wednesday the [redacted] of September at 2:15 pm to address whatever issue and concerns they may have. I will follow-up with you after the meeting and disclose any new concerns or solutions to any issues that remain.Respectfully,Doug C[redacted], VPAlure

Review: I hired Alure to install a new bathroom in a job that started in May and to date, this has not been completed. My wife and I have repeatedly tried to get a call back, but no one will respond and contact us.Desired Settlement: If someone from Alure can finish the job that we paid for it would be greatly appreciated.

Business

Response:

Spoke to the customer. We were waiting on some replacement parts for the cabinets. They have come in and we had already scheduled an appointment for Saturday to make the necessary adjustments prior to recieving this. I will inform you on the result of Saturday's service call.

Review: The sales representative [redacted] come to my home on 12 /**/2014 for an new roof. He walk all over the roof and said that he would notice if anything was wrong. He has been doing this for 17 years. So the work was done 1/** /2015 and completed, I now have a new roof. On April **, 2015 that the bottom of the asphalt tiles were lifting up in the front and well as the back of my home. I called Alure on Monday April **, 2015 and spoke to [redacted] and asked who is incharge of the roofing department. She said [redacted] is and I explain to her about the tiles lifting upward and she would tell [redacted] what I said. I called Alure spoke to [redacted] he was nasty and disrespectful on the phone. [redacted] came on 4/**/2015. [redacted] came on 4/**/2015 and said the beam is broke have to speak to [redacted] and have not receive any calls from [redacted] the [redacted]. I never had any problem with the roof ,skylight leaking. They never completed what they came here for. Everything was good before them.Desired Settlement: There are several reasons as to why bottom tiles lift upward. If there was a problem why nothing was said. [redacted] said it is an ongoing problem. His people could have done something and said nothing but anyway its their responsibility to say something then not get back to the customer. This issue needs to be resolve. Their vision as they state that employees at all levels are responsive to our customers needs and react with the sense of urgency and follow through.

Business

Response:

We were asked to go to the clients house to look at some roof shingles that were lifting up at the gutter line of the roof. This seems to be happening on both sides of the house. We looked at and fixed the shingles on one side of the house but when we looked at the other side, while the shingles were lifted it appeared the cause was a structural issue where the roof structure meets the wall of the house. The rafter tails seem to be sinking into the wall. The service tech explained that he could not fix the issue due to the structural issue and when he relayed the message he was asked to leave the property before fully explaining the reasons or potential cause of the problem. We are willing to go back and look at the issue, investigate it further and come to an action plan based on our findings. [redacted]Alure

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Wwhen the 2 men came to my house they went up on the roof didn't explain what they were doing. I can hear all this walking and banging. I notice that 3 of the roof tiles were still lifted upward. I ask them why is the tiles still lifted upward he said it could be the snow,the skylight beam or structural. He was then ask 3 times who has the authority to authorize the repairs. The man did not answered so at that point they were asked to come down off the roof and call whom ever is incharge. After that they both just left. This happen on Monday and there was no response from Alure. I feel that Alure should pay for the repairs. How is it that 2 months later this is happening. I never noticed any problems with the roof until these people came. How is it that the rafter is now sinking into the wall. They should make the repairs and that would be fairness and customer satisfaction .

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We will set an appointment to look at their concerns and develop a course of action based on the work we were contracted to complete. Will notify you when we have looked at the issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We were victims of super storm sandy and contracted with Alure to completely rebuild our home. We have many disputes with them. Contract dispute, poor quality workmanship, non receipt of services for mold remediation, which they said was completed, however refuse to provide a clean air certificate and proof of presence of mold. Not charged fair and reasonable pricing, refusal to give us an itemized invoice with pricing. according to the Terms of contract which we signed in December, they were to complete the job estimated 3months from start. We were into July and had to move back home, living at home with no kitchen. And all they wanted was more money. They took all of our insurance plus all of our savings and did not complete the job, so we told them to just give us credit for what was still not done and they agreed. Calls, emails and more than 3 months later, no credits or call backs. Since we have no invoice, we do know exactly how much they owe us. Unless they can prove they remediated the mold, they owe 22,000, around 20,000 for the kitchen and we the bathroom is still not done to our satisfaction around 5,000 refund for that. We have paid our invoices and they will not give us money back so we can hire someone else to finish. They have charged us triple pricing for everything. They were to stay within a budget from our insurance funds and sold us their most expensive products and then would not proceed until we paid mor money. Please help or advise us if we should seek assistance legally, with insurance. We are tired of fighting. We have been through so much with the storm, lost everything we own and our house is still not done. They charged us 770. For a kitchen faucet, which we paid for and they took it back and will not credit us. I bought a beautiful faucet at Home Depot for $165. I would never have agreed to such an expensive item. Same with everything. The list goes on and on. Our separate contract for a a 5 day bathroom took them over 4 months to complete and it looks awful. We need to have someone come in and fix their mistakes and shortcuts. HELP!!, we were so desperate after the storm and they made promises that were not kept, to get us home quickly, which did not happen and stole from us all our insurance money.Desired Settlement: We demand an itemized invoice to include pricing so we can see how much is due to us. Also, need the clean air certificate

Business

Response:

We feel terribly for all of the people who were affected

this way by Sandy including some of our own employees. This claim is outrages and unfair. It looks to skew the facts to show our

company in a bad light. We admit that

after the storm we were overwhelmed with high volume and with the type of work

that is out of our regular wheelhouse.

Long Island has never experienced anything like Superstorm Sandy. Working with insurance companies and their processes

were not only difficult for homeowners, but for contractors alike. [redacted] and [redacted]. [redacted] had no intention of

rebuilding their home to the same condition it was in, prior to the storm. They had very high end demands for unique

products and design. We did our best to

service them under the difficult circumstances, and where we fell short, we

never abandoned them.

Review: I selected to have the 5 day bathroom renovation through Alure. The project took an extra day, which made me believe that they were taking the time to do everything properly. On the sixth day when they were finished I inspected the work and tested everything and it all seemed to be in order. The next day I went to my attic and discovered that they had cut through the floor of the attic to install the light/heating unit, which was never discussed with me. The attic is a walk-up granny attic, which my husband and I planned on finishing in the future. I was never told any other options such as a drop ceiling or even informed that they would be working in the attic, which is why I did not go up there on the day the project was completed. The bigger problem was that the vent from the unit was duct taped to my wall, not even vented out of the house! I immediately called them and the project manager told me he wanted to come and see it. He came a week later and basically said that yes, it was done incorrectly and someone would contact me to fix it. The project was completed on August **, 2013 and the vent was not fixed t when they removed the radiator that until October **, 2013. No one contacted me like the project manager

stated and when I tried to contact management in the office I was

re-routed to multiple people who did not call me back when they said

they would. It took a month and a half to fix this problem and cause a

lot of stress. The customer service was terrible and this did not make

up for the hole in my attic floor.

I thought I was done dealing with them once this was over until I was

home sick from work on October **, 2013. I turned on the heat for the

first time since the project had been completed and after about an hour

water started pouring out of my dining room ceiling, which is directly

below the bathroom. The only water source in that area would have been

from the bathroom and the obvious conclusion I came to was thawas in the bathroom, it was not properly capped off. This day was freezing and I was really sick so my father came over and thought the same thing was causing this leak. He and my husband put some holes in the bedroom next to the bathroom to try and find the pipe, since the last time Alure took a month and a half to fix my problem and did not return my phone calls. They could not find the pipe so we called Alure and spoke with a manager named [redacted], who started off by saying "don't you think it might just be a conscience..." This is the attitude they have given me with each problem that has arisen. They sent the bathroom installer, who started taking out the vanity and ripping out the floor but who did not find the leak. He said he would have to come back the next day at 4PM with another worker. My husband had to leave work early to get there by 4PM and they do not show up until 5:45! I called the project manager at 5:30 and he just said they would be there in a while, did not even apologize. My husband had the heat running when he got home so that it would leak when they got there but since they were so late he had to shut is off so the water would stop. Once they finally did get there it took another hour to get the leak going and they did find that the radiator was not properly capped off. They had to fix it and leave it open for 24 hours to make sure that it did not leak further. Two days later they came back to finish it but they did not fix the paint that they ruined, the water damage that might be in the ceiling of my dining room or the holes that were made in the bedroom wall, while trying to locate the leak. After all of this I never even received an apology from the project manager or a follow up call from the managers in the office. I informed the project manager that I would be filing a complaint and asked if there was someone in particular I should contact about this but he had no answer for me. Both my husband and I had to take time off from work to deal with this, there is damage to other rooms in our house, we did not have heat or a sink in the bathroom while this was going on and this has caused a lot of un necessary stress for me.Desired Settlement: I paid over $15,000.00 for this bathroom renovation and it has been nothing but a headache. I am requesting that $3,000.00 be refunded to me. I need to have repairs made to my bedroom wall, dining room ceiling and repaint the bathroom. We lost vacation time at work because of Alure's mistakes and honestly I do not want the workers back in my house to fix anything for fear that they are just going to make matters worse again.

Business

Response:

I have reviewed the above complaint and will contact the customer directly to reach an agreement.

Business

Response:

I have spoken with the customer, and we have reached an equitable resolution. As I explained to [redacted], my initial response is time sensitive in order to comply with the regulations set forth by the Revdex.com. Sometimes, there is not enough time to gather all the information one may need in order to respond intelligently. Therefore, a more basic response is often needed to let the customer know we are aware of the situation and are working toward a resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Kitchen was contracted for remodel. There are numerous examples of poor workmanship/service such as poorly aligned recessed lights, changes in contracted floor plan (due to incorrect measurements) resulting in poor arrangement of cabinets and wall outlets/light switches, and intentional modification of cabinets resulting in voiding of lifetime warranty to cabinets from manufacturer.Desired Settlement: Complete the job in a timely manner by addressing the issues provided OR provide a credit for issues that cannot be rectified.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], I would like to move forward and allow Alure to rectify the issues discussed in my complaint. Therefore, I would like to withdraw my complaint until further notice.

Sincerely,

Review: Home renovation items ordered incorrectly, project manager's constant failure to come to renovation site to oversee workers resulting in incorrect installations in bathroom example hot/cold water pipes but in backwards, shower pipe put in incorrectly, electrical outlet put beside faucet, wrong toilet, vanity too high in bathroom, the shower niches are I leveled, floor tile pattern incorrect, ventilation fan not centered in the ceiling, bathroom [redacted] cabinet delivered w a broken door, it was installed improperly and shelves can't be moved. This is week 9 and still no electricity in the bathroom. Project mgr non responsive to calls to come evaluate site and correct mistakes. Multiple tradesman for same job resulting in confusion. Designers blueprint changed multiple times and specs were off creating the comedy of errors that followed. This is a multiple project bathroom and kitchen and both projects are incomplete. False advertisement on completion time. Contract signed July**, 2014, they have received all their monies with the exception of a small amount and there is no sense of urgency to get the project completed. This is holiday season for family and we have two unfinished projects and items still undelivered. They are inconsiderate of our time in that they call say they are coming and don't show up without giving any notice. They are inconsiderate in that they make arrangement for deliveries and workers to show up for work without giving us notice. We are [redacted] with health issues and want to get this project done so we can get all this dust out of the home. The feeling is they have their money and now they will finish the project and communicate when they feel like it and that's totally unacceptable. We don't want this to become a legal issue but we want the madness to stop and get what we have paid for.Desired Settlement: Come in as professionals and get the job done correctly so we can move on with our lives.

Business

Response:

We have been in contact with the customer, met with them and have agreed upon a plan of action. I will update you further when all remedies have been successfully completed.