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:16/01/2023

  Type:Customer Service 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.

  _Initial contact with the companyAugust9/2022 when the tile person ******** had come out to the house to look at the kitchen floor and prepare a quote
  -By august 15/2022 I had gotten an estimate, I replied and clarified the price of demo per person
  -August 16/2022 I received clarification of pricing , ****** would let me know the timeline for the job as soon as she talked with the tiler
  -Agust 18/2022 I called they were still waiting
  -August 19/2022 ****** called and said the earliest they could do my flooring is mid to end of October, I was excited to be booked in
  -Oct 18/2022 I called the office and spoke to ****** relating to the start date. She laughed and said "she forgot" then appologized, said they were so busy and would again have to talk to the tiler as to when he is free because they have so much going on
  -there was another conversation as to when the job would start, but I do not remember when, although it was decided that the job would start nov22/2022
  -Nov 22/2022 the job did not start on this day, it was held up
  -Nov 24/2022 the removal of the old flooring and baseboards started today there were 3 people here for 7 hours in total. They started between 0800 and 0815
  -Nov 25/2022 two guys came out after 0800, the other fellow was ill. I was told by ******** at this time to where he said "I amconfident that there is enough room to slide the tile right under the baseboard". Underlayment was layed
  Nov26/2022 ******** came out with a moisture reader and the glue was wet
  Nov28 & 29/2022 ******** and one other guy(johnathen) had come out and said it is still wet, but dry enough and they would start tile tomorrow
  Nov 30/2022 ******** and Johnathen started to do the tile work
  Dec1/2022 I was out, the door was open for ******** and ********* to check the drying of the mortar
  Dec2/2022 ******** and ********* out to check the drying of the tile
  Dec 3/2022 and exacto knife was dug in between the tiles to check the drying of the mortar
  please see uploads
  -

  

  Business Response

  Date: 25/01/2023

  We, JM MacDonald Construction Ltd., propose this for our resolution.

  The customer, ****** *******, is presented from the BBB her invoice.  Once the invoice is paid in full the following will be completed by JM MacDonald Construction Ltd, at their expense.

  1.  The L bracket in silver color will be installed at top of stairs.

  2. Two transition strips in bronze color will be installed at two door ways from the kitchen.

  3. 1/4 round installed around base in kitchen.

  4. Lower the baseboard heater in kitchen.

  5. Take the garbage from the garage for disposal.

  6. One tile to the left of back door is to be removed and replaced with another tile cut to fit under the door trim.  Tile is supplied by owner.  Grout and motor will be used to replace tile.

  7. Sealant will be put on the grout.

  ******** will be accompanied with Terry, a finish carpenter, to complete tasks as outlined above.

  The tile that was laid was supplied by the home owner and JM MacDonald Construction Ltd. will not be responsible for replacing it.

  We would appreciate the customer only speak of the workmanship and not the private life of any of our employees.

  Thank you for your help in this situation.  Hopefully this issue can be resolved to the satisfaction of all parties.

  Looking forward to hearing from you.

  

  Business Response

  Date: 30/01/2023

  The customer was given an estimate August 15, 2022 stating what the total cost would be for the materials and a labour price by the hour to remove the existing flooring and baseboard.  The baseboard was not removed but the layers of flooring was.  The total cost for this was stated on the invoice by the hour.  My understanding was, a conversation took place between ******** and the home owner with regards to the removal of the baseboard and a decision to leave the baseboard on was made.  The tile was not ruined in anyway.  JM MacDonald Construction Ltd. will remove the existing baseboard and replace the baseboard to match that in the 1/2 bath off the kitchen at their expense.  They will also complete the list as previously stated.  JM MacDonald Construction Ltd. will not be paying for any new tile for this customer. 

  Customer Answer

  Date: 31/01/2023

   I am rejecting this response because:
  
  
  I have requested a breakdown of price, not merely an assumption of hours. Professionally I have not encountered resistance like this from a company when requesting a breakdown for a bill. An estimate is not a statement of what is owing.

  I did not have a conversation with the tile person (******** ) at any time that he was at my house. Had he conversed with me about the baseboards in the begining I'm sure that we would not be here right now. I outlined this in the conversations that occured between ******** and his workmate whilst in my house, regarding what I heard as opposed to what I did not.

  The fact remains that My product, the tile supplied was ruined.. 

  The companies response is now to remove the baseboards, and put new ones on. This is completely different from the previous conversations. I asked for transparency with cost. Most breakdowns of cost include dollar amounts after hours spent and a total.

  I am willing to pay for the removal of 2 layers of linoleum and a sub floor, grout, mortar, and the time taken to do this. 

  I am not going to accept the untruth from this company that a conversation took place with myself that did not. I am not willing to have to pay for tiles that were ruined because a work order was not followed. 

  I am requesting the following: The cost for new tile be covered by the company, as it was the companies fault for ruining the tile supplied by not following a work order. That transparency of cost be adhered to with a

  breakdown on a bill, not an estimate.  That the transition strips for the doorways (hallway, dinning room) be supplied and installed. That the "L" transition strip be installed properly at the top of the basement steps. That the tile to the left of the back door be removed, mortar and grout removed and new mortar tile cut properly and grout be installed. That the 1/4" be installed around the kitchen and backdoor areas where the tiling was done. That they're garbage be removed. I am also asking that this company stop bullying, become transparent, admit that they are in the wrong. 

  I am appauled and taken aback by the sheer level of unprofessionalism. I believe that when a company blatantly does not follow a work order they should have accountability. They were to remove baseboards and install tile properly. They did not. Now moving forward the only way to fix this is to remove all of the tile, to be installed properly underneath the baseboards and not butted up against the baseboards. The tile was my cost and this should be refelcted in the bill. Note the price in previous communication.

  Thank you 

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