Complaints

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• Initial Complaint

  Date:22/08/2022

  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.

  Amount paid 14,594.05 The issues - chipped tiles in master bath shower - unevenly laid mosaic tile in master bath shower - Broken slate tile laid in master bathroom - staining on front door -scratches to handle on front door and mudroom door. - dog shower not framed properly resulting in base tile all cut on angles. - multpile scratched, broken and chipped tile in dog shower - missing grout Had work completed summer of 2021. After emailing owner of business twice (April, July 2022) he said he would come and fix the issues. When he finally came in August 2022 to fix the issues he did not infact fix them. He broke tiles, scratched tiles while here. Mosaic tiles are still uneven and grout missing. I have given this business the opportunity to fix their work. They have not. They infact made it worse. I would like a refund so I can hire another contractor to put our home back together.

  Business Response

  Date: 11/10/2022

  In May of 2021, Ms. ******** contacted me regarding some work She wanted done to her front entry way. She chose slate tile. She said she was happy with the job. She then inquired as to whether I could do some more extensive work to her home. I quoted her a price for tiling her mudroom and kitchen as well as her master bathroom floor. She also asked for a custom shower in the master bath. She then requested a custom-built dog shower in the mudroom. I advised her that this was the first dog shower I had built. She was told this before I quoted her the price for everything.  When I installed it her washer and dryer were to be beside it. I advised her it would be a tight fit but she went ahead anyway. The first time I heard about her dissatisfaction was form my media relations in June of this year. I have never received any e-mails, calls or contact with Ms. ******** until August of this year. I couldn't understand why she waited a year to verbalise her displeasure on ******** and Google. On August 15th of this year I made contact with her. I made arrangements to go to her home to assess the issues and made arrangements to see to the issues (i.e. make needed repairs.) I was there for 2 and a half days making the repairs. She indicated that she was happy with the work. She had left the home before I finished grouting the tiles. I have before and after pictures of my work. The chipped tile under the niche was replaced. The one on the left side was left as is as she said she could live with it as her husband hangs his mirror there when taking his shower. The one on the right needed to be replaced but when I advised her  we needed to remove the fixtures to get to it, she said leave it as I can live with it. She also asked me to remove the white silicone and replace it with clear. As to the slate tile: Ms. ******** was advised that slate is an uneven surface. If the tile did flake off, does she have the flake that came off. 
  
  I put 2 coats of sealer on it and she advised me she was okay with it. As to the issue of the photos: Ms. ******** did not appear to be upset with them. She told me she thought it was a good idea for my profile. She knew about the pictures. She was only upset about the fact she did not know my media relations person was there. I told her it was an unexpected visit. Her dogs got all excited and were jumping around due to this situation.   She never reacted negatively to, my knowledge, until February of this year. As of now the pictures have been removed. Ms ******** was satisfied with the original contract that was done. As to the door handles and the scratches.: While I was there Ms. ******** never made me aware that there were scratches on any door handles, front or back nor did she make me aware of any staining to the front door. At no time between the completion of the job and the complaint on ********, did she contact me by e-mail, letter or phone. As to the April 2022 comment regarding contacting me regarding a warranty: there was never anything in writing or by implication on my quote or work order regarding any warranty.  It was never mentioned until April of this year.   She said in her review that she saw it then and was inquiring about it. 
   As to the repairs on the dog shower: When I went to Ms. ******** home, she showed me what needed to be repaired. I removed the metal and replaced it with a marble sill. The sill is flush at the back and has a small lip on the inside. The chipped and cracked tiles were replaced except for 1. I advised her the plumbing would need to be removed to get to it. She said she was okay with it as she didn't want to go through all the trouble. I also advised her that if needed, I would return and do it. She never contacted me but proceeded to contact a lawyer and the ***. 
  
  On my last day there August 17th Ms ******** took her children and left. Her father was there. My assistant went to clean our equipment he was in the yard. When my assistant finished his cleaning, we got in the van and prepared to leave Ms. ******** father approached us and asked us if we were going to let him inspect the job before we left. I said yes go ahead and he threw his hands in the air and became verbally aggressive. He demanded we give her back some money for not doing the job right even though he hadn't even inspected it yet. He also aggressively advised me that I was dealing with him now instead of her and furthermore he would cost me $ 20,000 in business. He bad mouthed me on ******** and demanded $ 7,759.39 to have someone else come in and redo all this. 
  
   I cannot return to the residence if her father is there as I feel threatened by him.  
  
  As of August30th, and September1st 2022, I finally received copies of the ******** comment but nothing on the Google one. I have combed through all my e-mails and have nothing in any folder or spam file. I have never received any letters registered or unregistered from Ms. ********.
  

  
  

  Customer Answer

  Date: 11/10/2022

  ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********