Complaints

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• Initial Complaint

  Date:02/04/2025

  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.

  ****** did work for us in August/September of last year (2024). The first thing he did wrong was not pre-order any of the supplies he needed. He had several months notice that he had a job, but decided to wait until the day the job was to begin to go into Rona/********** to get new counter tops - and, of course, they weren't in stock and needed to be custom ordered. I had flown to ******* from ******* to be there for the job. Now we were behind schedule, as he had to drive to ****** and other places trying to source the supplies and I had to spend my time looking for the right supplies ********* was a mess. He didn't cover any of the existing fixtures - used NO drop cloths at all. There was debris everywhere in the ensuite bathroom, even reaching throughout the bedroom.We paid him $5453.20.We had to have all the backsplash redone, wall repairs, new tile install, and completion of installation of bathroom countertops for a total of $********** well, we just the plumbing inspected by a certified plumber and he will be coming into the unit this week to remove all the plumbing ****** did and redo it, because it wasn't up to code and had already started leaking. Cost of redoing the plumbing $********** cost to fix Nathans work: $3834.00!!

  

  Business Response

  Date: 11/04/2025

  I appreciate the opportunity to address the concerns raised by ***** ***** regarding her bathroom renovation. I want to provide some clarity on the situation and assure you that I have always acted in good faith.
  Last August/September, ***** engaged me for a bathroom upgrade project. However, at that time, no contract had been signed, and payment for materials had not been finalized.
  As per my company policy, a 50% deposit is required before commencing any project, followed by 25% payment at the halfway point, and the remaining 25% upon project completion and customer satisfaction.
  Additionally, due to the custom nature of the materials involved, our policy states that no products or materials will be ordered until a contract has been signed.
  
  
  Regarding material delays, I understand how important timelines are, and while I dont have control over the production schedules of suppliers like **** and **********, I did my best to expedite the process. Knowing she had traveled from ******* to *******, I took extra stepssearching multiple suppliers across ******* and Vernonto find a suitable countertop at no extra cost to her.
  
  
  Once the project was completed, she made the final payment as agreed in our contract, which included a satisfaction clause. I did not hear from her again until March of this year, when she emailed me requesting a refund without prior discussion or an opportunity for me to inspect the issue. Had she reached out earlier, I would have been more than happy to resolve any concerns at no cost.
  
  
  Unfortunately, instead of communicating directly, she chose to share negative claims about me on social media, which has been disheartening. My goal has always been to provide quality service and ensure customer satisfaction.

  Customer Answer

  Date: 13/04/2025

   
  Complaint: 23149595
  
  I am rejecting this response because: ****** failed to offer compensation for the expenses we incurred to fix both his renovation job and his plumbing job. $3800
  
  Sincerely,
  
  ***** *****