Complaints

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• Initial Complaint

  Date:24/11/2022

  Type:Billing 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.

  So…. 6 or 7 months ago, we had Ultimate Bath Renovations in to install a stand up shower. The shower is beautiful but they put scratches all over my vanity top. After trying to get them to fix their mistakes, for about 6 months, they refuse to fix it. They were in to replace the vanity but apparently there is too much glue on it to remove it. So in the process to try and remove it, they took more chunks out of the quarts and put a big scratch in my vanity!!! In a phone call just now I was told they will do nothing to compensate me!!! NOTHING!!! This is how Ultimate Bathroom Renovations treats #veterans in Nova Scotia!!!

  

  Business Response

  Date: 21/12/2022

  To whom it may concern:

  This project was completed on April 14, 2022 and was contracted and fully funded by Veterans Affairs... This was an extensive project that took approximately two weeks to complete. the following provides an outline of the project.

  
  TO BE REMOVED:

  Remove by-fold closet door & associated trim
  Remove
  right & back wall of closet & drywall only on left wall - Will impact
  electrical in bedroom & hallway - Electrical to be relocated
  Remove wall between hallway & bedroom & associated crown
  to wooden beam 
  Remove
  vinyl click plank flooring in area where walls removed to allow for new
  shower location - Retain as they can be used for infill in front of new
  shower
  

  PREPARATION:

  Framing
  & Drywall 
  Open
  ceiling & frame in new end & back wall to accommodate new shower
  location - Back wall to come in front of attic hatch - Attic hatch remains in
  bedroom
  Brace behind walls for required support bars 
  Frame in around new shower surround in prep for drywall
  Frame in around new location for bathroom door 
  Moisture resistant drywall to be installed around new shower
  surround in prep for acrylic walls
  Drywall to be installed on newly framed in walls & ceiling
  where required - To be taped, filled & sanded to pint ready state
  

  PLUMBING:

  Rough-in for new drain to accommodate new shower
  Rough-in drain for shower
  Rough-in new water lines to accommodate new wet wall for shower
  Rough-in valve for new shower controls
  Prep subfloor for new shower pan
  

  TO BE INSTALLED:

  Walk in Shower
  Supply & install Pro Flo Shower Drain - Chrome
  Supply & install Acrylic Shower Pan - Right Drain -
  60x32"
  Smooth White Acrylic Wall System - 3 pc. - To be installed
  around new shower surround to ceiling
  Prairie Style corner shelves - White - Qty. 2
  Finish caulking - white
  RUBI Kali Shower control system w/ Slide bar & Handheld -
  Chrome
  Crescent shower rod - Chrome
  Moen Grab Bars - 2 @ 16" & 1 @ 24" Chrome -
  16" to be installed at either side of shower entry vertically & the
  24" to be angled on back wall
  

  PAINT:

  Prime & Seal all new drywall in prep for paint
  Paint ceiling in bathroom with interior flat ceiling paint 
  Paint newly drywalled walls in bedroom & bathroom with
  interior satin bathroom paint - To be colour matched to existing colours
  Paint trim with interior semi-gloss white paint 
  

  ELECTRICAL:

  Rough-in for & install new Panasonic Whisper Quiet Exhaust
  Fan - 110 CFM - 0.5 Sone 
  60min timer switch for bath fan
  Insulated ducting to run to exterior for bath fan exhaust
  Exterior white exhaust cap for bath fan
  Relocate electrical switches, outlets & thermostats in
  bedroom & bathroom impacted by new shower location

  FLOORING:

  12x24" Luxury Vinyl Tile - ******* ********* ***** - To be
  glued down throughout new bathroom
  Pre-Primed Colonial Baseboard - 3 7/8" - To be installed
  where required around new footprint & brought to paint ready state
  

  DOOR & TRIM:

  Re-install existing colonial door casing - To be brought to
  paint ready state
  Re-install existing door & trim at new entry location for
  bathroom 
  
  
  Against our best recommendation at the start of the project the customer requested that the vanity and toilet remain in the bathroom during the entire construction process as this was their only washroom and they did not want to be inconvenienced by not have access to their vanity and toilet.

  Upon being notified about the scratches in the granite vanity top we instantly contacted our Project Manager that was on site the entire project to consult with him about the scratches. Our Project Manager was confident and assured us that they had not placed anything on the vanity top or toilet seat that had remained in the bathroom that would have resulted in such damage. In fact our Project Manager assured us that they took extra precaution to cover and protect these items during the construction process. Upon investigating the 2 scratches it appears as though something has been dragged across the vanity top in two locations. As a company, we wanted to address this as best as possible to avoid conflict and offered the following options even though we were certain the scratches were not a result of anything we did.

  OPTION ONE:

  - We contacted **** ***** who agreed to come out and try polish and buff the scratches out of the countertop... This option was refused by the customer as they demanded a new countertop.

  OPTION TWO:

  - WE offered to replace the countertop at our cost of materials and labor if possible.

  - Our concern which we shared with the customer was that removing their existing vanity top without damaging the vanity would essentially be impossible if the vanity top was pre-installed by the manufacturer. The customer assured us that this was not the case and that when they originally purchased the vanity they installed the granite countertop themselves with a few dabs of clear silicone. We sent two technicians out to remove the existing countertop and install the new granite countertop that we had ordered in for them upon investigating and attempting to remove the existing countertop the technicians identified that this was indeed a manufacturers pre-installed countertop.

  - Upon sharing this information with the client and inquiring one more time about the original countertop installation. I was told that she was unsure what was used to install the original countertop as the adhesive came with the vanity as a kit when they originally purchased the vanity.

  - We attempted to correct this based on information that was provided to us by the client which turned out to be improper information. It was at this time that the customer is requesting a compensation of $2400.00 

  The additional work that was completed by UBR and still outstanding consists of the following:

  - Removal of existing vinyl Flooring
  - Prep subfloor
  - Install new luxury vinyl flooring throughout bathroom
  - Removal and Re-install of toilet
  - New baseboard
  The outstanding amount that UBR has not been paid for is $386.88 + HST (This was quoted and accepted on Dec 10, 2021)

  To address their closing comment of "This is how Ultimate Bathroom Renovations treats Veterans in Nova Scotia"

  I am appalled that they would suggest in any way possible this has anything to do with the fact they are a Veteran. As a business and more importantly personally I have nothing but the highest regard for anyone that has served our amazing country in any capacity. We treat and approach every customers home with the highest level of care and respect.

  It is unfortunate that we could not resolve this and our best advice to the customer is if they truly feel as they have been treated unfairly to file with the small claims court to seek a resolve. We would love an opportunity to share our side of the story and pursue compensation for the outstanding amount still owed to us.

  Regards

  ****** *****

   

   

   

  

  Business Response

  Date: 22/12/2022

  We strongly recommend the customer file with small claims court.

   

  Thank you 

  Customer Answer

  Date: 22/12/2022

   I am rejecting this response because:
  
  
  I would like to resolve without having to go to court. Perhaps we could split the cost?