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:06/02/2023

  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.

  WTD Contracting completed a renovation on our ensuite at the end of April 2022. On July 4, 2022 we contacted ******, the owner of the company, to let her know that the ceiling in the bathroom was already cracking and peeling. She stated that it must have been a bad bunch of paint and they would fix the ceiling. They scraped a portion of the ceiling, but not all of it, and repainted only the portion of the ceiling that had been scraped. I asked why they wouldn't scrape the whole ceiling and they stated that they had fixed the problem and that they would come back to fix it if there were any more issues. In November it started to peel again. I reached out to ******, it took her a couple of weeks to respond, and she asked for pictures of the ceiling which I sent right away. After that she stopped responding to me. I eventually sent her an email stating that if she did not respond to me in the next week I would reach out to the BBB of *******. She responded and stated that the issues with the ceiling must have been a pre-existing condition and that if I wanted them to fix my ceiling, they would do it for a cost of $1200. I responded back to her stating that the places that were peeling the worst, were where they took down a wall for the shower, patched the ceiling, and where they built a new wall for the toilet area. There is cracking and peeling across the entire wall where it meets the ceiling. With this email, I also included pictures of the damaged areas. I stated to her that they had reassured us that they would come back and fix the ceiling if it happened again.She has not responded to the last email. I have reached out a painter and showed him the pictures and he stated that the contractor didn't use the proper primer on the ceiling and that why its peeling. He also stated that the issues around the wall are from poor mudding and taping. As I can't trust ******'s work, I would like her to cover the cost of getting our ceiling fixed.

  Business Response

  Date: 14/02/2023

  We had done a bathroom renovation for **** and **** back in the spring including scraping the popcorn ceiling. A few of months later **** reached out saying that the ceiling had started to peel. At the time we thought it may have been a bad batch of paint. We scraped everything we could and sanded the area. We used an oil based primer that is intended to seal and stick to the surface creating a fresh start. We also used a different ceiling paint. *************************** products were used to ensure the highest quality. We did not charge for this repair, which cost me just over $1000. When I heard back from **** several months later that the peeling was happening again, it was surprising. I consulted one of the
  owners of a *************************** store who not only has vast knowledge of his product but also was a painter for many years and we know it could not have been the product or application. We believed it is something in the
  original drywall coating that is preventing from anything new sticking to it. I recommended that new drywall needs to be put up which would be challenging as it needs to go around already finished tiled walls. The ceiling would need to be finished, and the ceiling and also the walls repainted. This is quite a bit of work and as I do not believe it was anything we did, I was asking for a discounted rate of $1200 to cover materials and part of my employees wages. I believe that this was a fair compromise. I have gone above what is standard. For instance, **** called me one Sunday saying they had a leak that must have been from the work that we had just done on the plumbing as we were the only ones who had touched it. I rushed over there and FaceTimed with my plumber only to discover it was not from the plumbing we did, but in fact from their flooring people not putting the toilet back properly in another bathroom. I did not charge for this emergency visit. I am a fair and reasonable person and am trying to work with the homeowners 

  Customer Answer

  Date: 16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I paid the contractual amount of money agreed upon to have an ensuite professionally completed.  The ceiling in our ensuite looks terrible and as previously stated, we have never had an issue with our ceiling in our bathroom prior to the work completed by ******'s company.  Any previous issues would have been noted, discussed and included in the written contract if they had been noticed when ****** was completing her work originally, no issues were identified by ****** or her company at any time.  When completing the renovations ****** removed a wall and built another, which is now cracked on both sides, and also where the ceiling meets the wall. As this is a new wall, it cannot be considered a pre-existing condition and the cracks are a result of ******'s work. In addition, the renovation included new drywall, mudding and taping of the ceiling.  In this location the ceiling is peeling and damaged, again as this is new drywall the damage cannot be attributed to a pre-existing condition. I'm not a contractor but I can guess what's happened:1) She didn't use the proper primer or she didn't let the primer dry before she painted or 2) When she took down the wall, she cut the vapor barrier or 3) When she removed the wall, she didn't check to see if there was a vapor barrier or insulation above the where she took out the wall. In any case, a professional contractor would know what they're doing and ensure that the job is completed properly. This seems to be a reasonable expectation of what a professional contractor would know and ensure the outcome matches. When they came over last time to work on the ceiling, I asked why wouldn't scrape the entire ceiling and they stated, if this didn't fix the issue, they'd come back to fix it. As I no longer trust ****** companies' workmanship, I would like a refund of $1200 that she quoted to get the repairs completed. 

  Sincerely,
  

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

  Business Response

  Date: 22/02/2023

  We have scraped ceilings and done many projects such as this and never have we had any peeling happen. The ceiling was primed, not once but twice, so it is not from that. There could have been an existing issue that cannot be seen. The ceiling was scraped and re-scraped. I stand by my original statement that we did everything to our professional ability with the ceiling. The new wall and the crack along the wall where it meets the ceiling is something that I will accept responsibility for. It needs to be re-taped, mudded, sanded and painted. I am offering to do this portion at no cost or if the homeowner would prefer, I can offer a $*** refund if he would prefer to have someone else do that service. Thank you, ***********; Tell us why here...

  Customer Answer

  Date: 27/02/2023

  
  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.
  

  I would like a $****** refund to fix up the work on the ceiling. The money can be e-transferred to ********************.

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