Complaints

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:11/10/2023

  Type:Billing 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.

  We contacted JER"S Tile and Flooring after we received a referral from another contractor that we had recently used. We asked for a quote to replace the existing backsplash tile in our kitchen ( a total area of 19sqft. He came over and explained his scope of the work with included removing the old tile, replacing the drywall, as he explained it's pretty hard to get the old tile out without damaging the drywall. He then sent us a quote for $1257 with GST included in that amount. We booked him and he showed up with a "helper" and stated the helper would be doing the job. He then went on to say they would be putting the new tile over top of the old tile, which we had not originally been told. We realized that this would take much less time and less work involved (1/4 time and labour). We went back to him and said the scope of the work had drastically been reduced with the method they used ( didn't ask if we were ok with the new method but rather just said this is what we are doing) He said he would supply us with a new quote and went on to say that he does not charge by the hour but rather the tile/square foot. The tile we had picked was a moscaic 12 x 12 piece. He used 20 tiles to complete the job. We sent him a picture of the tile we had purchased and he did not say it was a more complicated tile to work with at any time, nor did the installer say it was hard to work with. After receiving the revised invoice we still feel we are being grossly overcharged. We have since called around to more than 4 other companies and provided them all the info to do the exact same job and all the quotes have come back at about $600 **** When we informed him of our concern he only revised the quote by reducing it $210.00 from the original amount of $1257.89. This contractor is charging us twice the amount and when we told him of this concern, he would not reduce it. His cost works out to $50 per square foot for this job. We have not paid this contractor at this time.

  Business Response

  Date: 26/10/2023

  Dear *****,

  
  

  Thank you for bringing your concerns to our attention regarding the recent backsplash tile replacement project in your kitchen. We apologize for any misunderstanding or dissatisfaction you may have experienced with our services. We value your feedback and would like to address each point you raised.

  
  

  Firstly, we appreciate the referral from the other contractor and the opportunity to provide you with a quote for the project. During our initial consultation, we explained the scope of work, which involved removing the old tile and replacing the drywall if necessary to ensure a proper installation. We provided a quote of $1,257, including GST, based on the information available to us at that time that you agreed to.

  
  

  We understand that there was a miscommunication regarding the installation method. While we typically remove the old tile before installing the new one, in this case, our installer suggested an alternative approach of installing the new tile over the existing one which you agreed to. We apologize for not discussing this change with you beforehand. We acknowledge that this method reduced the time and labor required for the project, resulting in a difference from the original estimate.

  
  

  When you expressed your concerns about the revised scope, we offered to provide you with a new quote. We also clarified that our pricing is based on the tile/square foot rather than charging by the hour. We apologize if this information was not clearly communicated earlier. As for the tile you had chosen (marble natural stone mosaic 12 x 12), our installer did not indicate any complications or difficulties in working with it.

  
  

  We understand that you have obtained alternative quotes from other companies, and we acknowledge the discrepancy in pricing. We strive to provide good pricing for our services that you agreed to. However, please note that pricing can vary depending on several factors, including the quality of materials, workmanship, and service guarantees provided that you agreed to.

  
  

  Regarding the revised invoice, we adjusted the price by reducing it by $210 in response to your concerns. We apologize if this reduction did not meet your expectations. We always aim to address customer concerns and find a mutually satisfactory resolution.

  
  

  We value your satisfaction and would like to work towards resolving this matter. We are open to discussing the situation further and finding a solution that is fair to both parties. Please contact our office at your earliest convenience, and we will be happy to assist you.

  
  

  Once again, we apologize for any inconvenience caused and appreciate your understanding. We hope to have the opportunity to address your concerns and regain your confidence in our services.

  
  

  Sincerely,

  
  

  ******

  Owner

  JER's custom Tiling and Flooring

  Customer Answer

  Date: 30/10/2023

   
  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. The Business has reduced their invoice to $890 from the original amount of $1250. Thank you for your assistance.
  
  Sincerely,
  
  ***************************