Complaints

This profile includes complaints for American Home Design, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Home Design, Inc.

  880 Conference Dr Goodlettsville, TN 37072-1902

  
• 

  American Home Design, Inc.

  11157 Outlet Dr Knoxville, TN 37932-3148

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22529834
  
  I am rejecting this response because: I spoke with her and she too will not do anything but $1,000. Refused the give me the President direct contact as well. I Told her and **** that I will take the $1,000 but they will need to take their system back as I am not paying for both the system and my floors to be fixed as $1,000 will not cover the costs to fix my floors. 
  
  Sincerely,
  
  ********* ********e it until now. They will not work with me about a solution. Keep giving me run around and back and forth for months. This is a shady company and should be ashamed. I have a disability and health issues and a small child and baby and this had been nothing but a nightmare and took such a tool on my health with the stress.

  

  Business Response

  Date: 11/12/2024

  Ms. ********,

  My name is ***** ********, I am the **************** Manager.  I am happy to discuss this with you, please call me at ************

  Thank you, 

  ***** ********

  

  Business Response

  Date: 11/15/2024

  Ms ********, I guess there is some confusion, I gave you our Presidents contact information, and you spoke with him yesterday.  We are awaiting your estimates.  

  Thank you
  ***** ********

  Customer Answer

  Date: 11/20/2024

  Here are the requested quotes the president ***** **** requested. This excludes the costs for hotels, moving and storage of my furniture and belongings, and pet boarding for my dogs. They do not make my flooring anymore, hence the whole house would have to be redone. I offered them to take their system back and send the $1000 check to me but they requested quotes instead. So here they are. 

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22529834
  
  I am rejecting this response because:

  My issue is still not resolved. 

  The gentleman i spoke with, ***** from L&L flooring will be sending or sent over an estimate to fix my flooring. As mentioned already, even by **** and **** here at rainsoft with American home design, they do not make my flooring anymore. Therefore the one piece cannot be fixed and my whole house would have to be done. That would include hotel costs because a 7 month old, 5 year old, and my health issues could not handle being in a home being worked on. As well as boarding costs for my dogs and then Profesional movers with storage units for all my sstuff. I also sent an email to be sent over to ***** ****, the President whom told me to send over the estimate of the flooring replacement and costs. 

  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 2024 American Home design replaced my old shower with a new shower when I originally contacted them and the sales person ******* came out to discuss options with us I informed him why we were needing to fix the bathroom because of an elderly person that is wheelchair bound couldn't use the standard bath tub and it needed to be a walk in or wheel chair push in type with no threshold and from what ******* explained to me that they could do this but what they installed was a shower with a 4 inch thresh hold in which I couldn't use because she isn't able to pick up her feet. so now I have 11k bathroom remodel that can't be used. I would definitely not recommend this company nor let ******* design anyone else a bathroom.

  

  Business Response

  Date: 11/04/2024

  To ensure your satisfaction, we have a schedule time for tomorrow to do an on-site visit at your home with our General Manager and Sales Rep.  Thank you for being a valued customer.

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22426235, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  David Owens

  

  Business Response

  Date: 10/15/2024

  Dear Mr. Owens,
  
  I sincerely apologize for the inconvenience regarding your Gift Card. Unfortunately, it was sent to the incorrect email due to a human error on our part. We also acknowledge that we did not follow up with you as we should have, which does not align with our company values.
  To make amends, we will be sending you double the promised amount. We appreciate your understanding and hope this resolution meets your expectations.
  Thank you for bringing this to our attention.
  
  Sincerely,
  Erica Holleran, Customer Service Manager
  615-448-0236

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/23/2024

  I do truly apologize, after speaking to our warranty manager we did drop the ball.  We have since rectified this and been out to complete this service.  This is not our intent for customer satisfaction and hope that your experience in the future is much better.  Thank you for trusting in us, we greatly value you.  

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lying salesman, *****, called me Monday and tried to convince me that he did not lie to me. I do not want him calling me. Why would anyone pay over $18,000 for a job that they know would not be finished? This is B.S. 

  ***********************

  ing agents, to clean it with. I feel like they are preying on senior citizens and I still cannot use my shower, after paying the full price. I feel I should be intitled to a substantial rebate for the lying and delays.

  

  Business Response

  Date: 05/23/2024

  ******************,

  I truly apologize for your experience, we take pride in our work and value our customers.  I know ***** has spoken to you about the issues and I have tried to contact you.  Please feel free to reach out to us anytime at ************

  Customer Answer

  Date: 05/23/2024

  I don't know who said they tried to contact me, but ***** is the only person that has called me about this issue. I would like to know who else said they tried to contact me?

  ***********************

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21700298
  
  

  I don't know who said they tried to contact me, but ***** is the only person that has called me about this issue. I would like to know who else said they tried to contact me?

  ***********************

  

  Business Response

  Date: 06/03/2024

  We have connected, ****************** - here is my direct number to reach me anytime.  ***************************, **************** Manager ************

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21700298
  
  I am rejecting this response because: They did not offer anything to reimburse me for my unfinished wall, that I had to finish myself, or the fact the salesman lied to me, and they still show the misleading commercials on television. After you shower, the open-door drips water in the floor. This has been the biggest rip off of my life. I would not recommend them to any one and social media post will be forth coming.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/10/2024

  ******************,

  Thank you for speaking with me again today, I have ordered the squeegee and it should arrive by the end of the week, this should help with the water.  I hope you understand that finishing the wall was not part of the contract.  Again I appreciate you and your business.  As always, feel free to contact me anytime.  ***************************

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21700298
  
  I am rejecting this response because: The salesman lied to me and told me the job would be completed. I had to complete the wall myself. The squeezy is a cheap piece of chinese c*** ******* useless.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/17/2024

  I feel like they are preying on senior citizens. When the contract says add a wall, you would think it would be completed. They are some sorry S.O.B.s

  ***********************

• Initial Complaint

  Date:03/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never heard from BBB regardless AHD.  Or at least I can't find it.  Can you help?

  

  Business Response

  Date: 03/04/2024

  The window is complete covered at no fee -  there is a minimal fee for labor.  

  Customer Answer

  Date: 03/16/2024

  I found the response.  I was just under the impression there would never be another charge.  You can close the account.

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21304945
  
  I am rejecting this response because: We were given a lifetime warranty but no follow through. I dont feel this is fair to us. We hired another contractor after several years and attempts were made with no action and broken promises. The amount of money went spent and the way we were treated is not acceptable to us. There were other issues that were expressed to the manager from American Home Design. Coming out to inspect now is not up for negotiation and a bit ridiculous at this point. It is painful and frustrating the way people are taken advantage of. I feel that we should get a portion of our money back. I feel this is fair since they did not hold up their end of the bargain. 
  
  Sincerely,
  
  ***************************were installed were outdated. Over $30 thousand dollars spent that was a waist of money. I hope that we were not ignored due to the color of our skin but this was an awful job. We will NEVER use them again. Due to us never getting help we called in another contractor to fix the problems. We are contemplating taking legal action against them. Still upset and it has been a few years since the installation. HORRIBLE JOB!!!

  

  Business Response

  Date: 02/19/2024

  I have a very pleasant talk with *********************, our next step needs to be to inspect the project.  At this time ********************* decline that, I told her she was welcome to call me anytime and we are more than happy to come out to do the inspection.  

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21242413
  
  I am rejecting this response because:

  On 02/03/24 my toilet seat was broken MALICIOUSLY BY ****************************  I'd IMMEDIATELY reported ******************* behavior to Rainsoft (American Home Design) and my replacement seat didn't arrive until 02/07/24.  It should have been overnighted by the company! On 02/04/24 **************** called "on his way to Church" to state that he was mailing "extra money" to compensate me for leaving my bathroom NOT THE WAY THAT HE FOUND IT but this money HAS NOT ARRIVED. Also, American Home Design sent this MONSTER into my home and they're acting as if they've no responsibility in this matter.  ****** the alleged manager of the ****************** says that **************** has worked there for 3 years, whilst **************** first stated 5 years on 02/03/24 and in the 02/04/24 phone call said that it's been 2 years.  I've experienced MALICE DESTRUCTION OF MY PROPERTY which is UNFORGIVABLE.  If this is a "******************************* God only knows the horror that I'd have experienced otherwise.  Due to the force of the toilet attack, I must have the new $300 toilet assessed for additional damage.  I need for this complete complaint to remain as THIS TYPE OF THING SHOULD NOT BE HAPPENING, AND MENTALLY UNSTABLE PEOPLE SHOULD NOT BE SENT INTO PEOPLE'S HOMES TO MAKE $15,000 water treatment sales.  Especially when it's not a whole house system that actually cleans ALL OF THE WATER TO A POTABLE STANDARD. 
  

  
  I'm having the toilet seat removed so as to not disturb the fingerprints which have to be taken via a special procedure.  I may also contact an attorney, so that companies like this KNOW that it's UNACCEPTABLE TO SEND THESE TYPE OF PEOPLE INTO POTENTIAL CUSTOMER'S HOMES AND THEY YES, THEY'RE LIABLE FOR THEIR ACTIONS.  The lack of IMMEDIATE REPLACEMENT means that they don't quite understand THAT FACT.  Also, they left me with the "free $20 ********** gift card postcard" which required filling out AND a $.55 stamp.
  
  Others NEED TO BE WARNED ABOUT THIS COMPANY AND THESE PEOPLE.  Please do contact me if you need anything additional.  This was an EXTREMELY TRAUMATIC EXPERIENCE; I dont think that they quite get that.
  
  Sincerely,
  
  ***********************

  eded to overnight it from Amazon, and to send labor costs as NONE of his employees were EVER welcomed into our home again. Also, I filed a police report as it UNACCEPTABLE and possibly a scam to get the Home Design people into the home to solicit other work. I need the approx $40 toilet replaced IMMEDIATELY!

  

  Business Response

  Date: 02/09/2024

  Please give us a call, our records indicated we had sent you out a new toilet seat and you should have received it prior to this complaint, along with a gift card.  Our goal is always our customer satisfaction, ************

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20550114
  
  I am rejecting this response because:
    There was not a demo. Your workers came out that morning to install our shower.  Your two workers told me they refused to do the work because the floor was too weak.  I told them to cancel the contract. As I stated in the previous response that I can not afford to get anything fixed.  I cant afford to have someone fix my bathroom and then I cant afford to have a new installation put in. I will not be pushed into bankruptcy due to having a new bathroom installed. I will not have my kids suffer for my niche if wanting something nice. I refuse to pay for services that I did not receive. All I ask is for your company to leave my family alone and stop harassing us. Im currently having to go to see a doctor for the anxiety and stress that you all have given me. Im unable to sleep at night and cry all day worrying about you and the threats. Please leave us alone and no more contact is all I ask.
  Sincerely,
  
  *****************************ere is just a huge hole that goes down into my basement that allows all the rats spiders etc to run through my home. They have caused me severe stress threatening me and I dont appreciate it. I didnt get the job done so please leave me and my family alone. Its too hard out here to make ends meet now and all your wanting to do is *** me for services I did not get. Its not my fault you all was unable to do my bathroom. You all inspected it before you came out to install. Its not my fault you was unable to do the job.

  

  Business Response

  Date: 09/18/2023

  I apologize as it appears that there has been some miscommunication.  After you had contracted with us to replace your shower, upon demo, we discovered you had rotting floors (this is outside the scope of our work per your contract).  Per conversations our understand was that you had contractors fixing the work and wanted us to finish your shower.  We had also offered to have our service department come out and look to see if it was anything that we could assist with (at no point did we even discuss a cost for the repair if there would have been one).  Again, we apologize for any misunderstanding and please call if you have questions.  

  

  Business Response

  Date: 09/20/2023

  *******************, we believe we have a very suitable outcome for you and think you will be pleased with it.  We would like to discuss this with you please call ************.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20550114
  
  I am rejecting this response because: I ask for no further contact with you all! 
  
  Sincerely,
  
  *****************************