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:26/02/2025

  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.

  I contacted **** + about a bathroom install, and they connected me with Milestones Kitchen and ****, **********. **** did not take the deposit as the install person was away, I signed directly with the company. The contract included a new tub, shower surround, vanity top, and flooring. I paid $10,750.83. Signed contract paid deposit Oct 31, install Jan 20, 2025. Everything that was installed came with a quality issue. My tub was cracked. One shower wall had an air bubble that needed to be replaced; the other two were marked. The vanity top was chipped. The company did fix those issues however, the flooring, trim, and caulking have not been fixed. I have tried to work out a solution but have not been able to have my bathroom completed. I am seeking a refund for the flooring, trim, and caulking as we are not able to work out a solution. Please see emails and pictures of my bathroom on my ****** Drive: ************************************************************************ I have contacted contractors and none of them have agreed to lay vinyl overtop of the existing flooring. I have been advised to remove this flooring and most likely as it is glued to my subfloor, I will have to replace the subfloor as well. I was also told that my flooring should have gone under my vanity because I would not be able to replace the vanity in the future without redoing my flooring. I was not told this when I was quoted by Milestones. The quote I have to replace the floor is $3275.00. I am willing to hear what Milestones would consider for the cost of materials and labour for the flooring, trim, and caulking. I do not feel comfortable having this company in my house again as I gave them three chances and was not delivered a quality expert-level finished product. Please see the company website for the quality they show versus what I received. If you require any additional information from me, please feel free to reach out.

  

  Business Response

  Date: 27/02/2025

  In response to this complaint, we would like to clarify that all of the work was completed according to the contract.

  Firstly, we installed new baseboards for this customer at no additional charge. We noticed that the existing baseboards were an older style that did not match the rest of their home, so we installed 3 1/2 inch colonial trim instead.

   Regarding the flooring, the customer expressed dissatisfaction due to seams, as they preferred roll vinyl. However, the specific type of flooring they purchased per the contract comes in plank sizes of 12x24. This was installed according to the manufacturer's instructions. As evidenced by the provided pictures, the floor is level and as seamless as possible for this type of flooring.

  To ensure customer satisfaction, we offered to install their desired flooring free of charge if they purchased it.

  Concerning the damaged tub, despite our efforts to inspect each item before leaving the warehouse, this tub was unfortunately damaged during transit. As soon as the technician noted the issue, he immediately informed the office. We managed to secure a replacement tub without causing any delays to the project's timeline.

  Regarding the flooring not extending under the vanity, it is our policyand standard industry practicenot to remove existing vanities to install flooring underneath them, as this could potentially damage the vanity. Similarly, in any kitchen renovation, cabinetry is not removed to place flooring underneath.

  We addressed all issues raised about the ***** ***** wall system promptly, and did not cause any delay in the renovation time line. 

  We made every effort to ensure the customer was satisfied. At no time did the client indicate any issues with the vanity top until weeks later in an email.

  Furthermore, during several visits from the owner, no concerns about the vanity top were mentioned.

  Any other issues raised by the client were promptly addressed. 

  Customer Answer

  Date: 11/03/2025

  Please see my reply and request for refund. 

  In response to this complaint, we would like to clarify that all of the work was completed according to the contract. 
  

  Reply No the work has not been completed, all parts of my bathroom came with complications. You fixed some but not all of my issues. All issues stem from your installation. 

   

  Firstly, we installed new baseboards for this customer at no additional charge. We noticed that the existing baseboards were an older style that did not match the rest of their home, so we installed 3 1/2 inch colonial trim instead. 
  

  Reply The previous baseboards matched all of my home and still exist under the cabinet. You replaced ones that fit the space with ones that stick out and have not been cut to fit the space. As per the pictures you sent are also visible.

   

  Regarding the flooring, the customer expressed dissatisfaction due to seams, as they preferred roll vinyl. However, the specific type of flooring they purchased per the contract comes in plank sizes of 12x24. This was installed according to the manufacturer's instructions. As evidenced by the provided pictures, the floor is level and as seamless as possible for this type of flooring. 

  Reply I do not prefer vinyl. I had never wanted nor was it discussed when planning this renovation. I asked for a seamless floor and was told that because the flooring you use is glued, I would not have any issues. I have many with this floor; it has NOT been installed to meet standard. I would love to see the manufacturers instructions for the flooring. It is coming up all over the bathroom and cut my son's foot. The flooring was not done correctly and I will not be paying for the install nor for the floor since it has been damaged irreparably due to incorrect installation. That is on you and not me. I paid over 10 thousand dollars and essentially everything installed came with complications and damage to my home. I gave you multiple changes to make it right. I am asking for a refund. I will not risk further damage or sub par work by your company. 

  
  To ensure customer satisfaction, we offered to install their desired flooring free of charge if they purchased it. 
  

  Reply After already paying for the flooring and installation which was a huge issue you feel an offer to install another flooring at the customers expense is an attempt at appeasement. You did not offer any other type of flooring and I do not trust you to remove or install flooring over top of the existing flooring. I would like a refund. 
  

   

  Concerning the damaged tub, despite our efforts to inspect each item before leaving the warehouse, this tub was unfortunately damaged during transit. As soon as the
  technician noted the issue, he immediately informed the office. We managed to secure a replacement tub without causing any delays to the project's timeline. 
  Regarding the flooring not extending under the vanity, it is our policyand standard industry practicenot to remove existing vanities to install flooring underneath them, as this could potentially damage the vanity. Similarly, in any kitchen renovation, cabinetry is not removed to place flooring underneath. 
  

  Reply I have asked multiple contractors and ALL of them remove the vanity. Now to correct the flooring issue the flooring and glue damaged subfloor will need to be removed along with removing the vanity to install flooring under it. Professional and quality contractors will recommend extending flooring to under cabinets for bathroom flooring installations. In the case of bathrooms, installing flooring under vanity is an assumed industry practice. Not to do it is a short cut. 
  

   

  We addressed all issues raised about the ***** ***** wall system promptly, and did not cause any delay in the renovation time line. 
  

  Reply However, you left a large hole in my ceiling and ignored the caulking around all surfaces seen in both my pictures as well as yours, creating more damage to my home and will have to be re done and should not be at a cost to me. 
  

   

  We made every effort to ensure the customer was satisfied. At no time did the client indicate any issues with the vanity top until weeks later in an email. 
  

  Reply This was one of the few issues that was addressed. I addressed those issues with **** on his first visit. 
  

   

  Furthermore, during several visits from the owner, no concerns about the vanity top were mentioned. Any other issues raised by the client were promptly addressed. 

  Reply All Issues with a couple of exceptions, not addressed. Flooring is not satisfactory and needs to be replaced. Trim sticks out and needs to be fitted to the area and ALL caulking on all surfaces is not done to any industry standard and has large gaps and is messy despite having the company redo it twice. 
  I submitted a refund amount from a trusted contractor. I am seeking that amount. You did not enhance the aesthetic or value of my home, in fact you brought it down and left it damaged. An outsider will look at the bathroom one of the selling points of a home and assume it was a do-it yourself project and not an in excess of $10,000 renovation. You did not fulfill the contract to the expectations of a $10,000 invoice. In three visits you did not complete the original contract so I will not allow your company to work in my home. I want the refund requested.

  Thank you, 

  Sascha Davis 

   

  
  

  

  Business Response

  Date: 13/03/2025

  In response to the latest communication, we are willing to offer                            $941.60 + HST = $1064.01 in total of the reimbursement of the flooring and labour with the understanding that the customer and contractor agree that this is a full and final settlement of all current and future entitlements and that no disparaging comments, communications or online postings will be allowed by either party.

  Customer Answer

  Date: 17/03/2025

   
  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. Please let me know how this refund will be processed for the amount of $1064.01. Thanks
  
  Sincerely,
  
  ****** *****