Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:13/06/2023
Type: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.
On Feb 1, 2023 a Dr. Tube technician came to reglaze a bath tube and I was charged $722.07. On April 28 I contact Enza P. to advise her of material already deteriorating not even 3 months later & work is under warranty. May 5 they came and inspected and it was agreed that a technician would return to fix the issue. June 1 was supposed to be the appointment but Enza called to cancel last minute, another technician again was scheduled June 3. They arrive and said that glazing should have not been done initially due to grout missing. Tech advised that areas of concern needed to be cleaned, sanded and resprayed and he would let Enza know. I followed up and a 3rd date was set for June 8. A new tech showed up who was extremely ****, ************* and ********** towards my tenant. My tenant called me extremely upset and very uncomfortable to be at home alone, the tech also refused to talk to me on the phone and refused to follow the agreed upon repair that was to be done. I went over and the tech was extremely **** and ************** towards me as well and I explained exactly what needed to be done. His lack of workmanship and ability to carry a respectful conversation was appalling. Once he was done I told him that I was unhappy with the work and he said to me "oh well not my problem, I did my best". I immediately sent an email to the company advising them that the work I have paid for has not been done properly and that there are two options, one a proper tech comes and fixes it or two I receive a refund. How we have been treated is disheartening and unbelievable since I have conducted myself professionally and respectfully through this entire process. I have not heard back from the company since June 8 and I do not believe I will since Enza while on speaker told her tech that she no longer wants to hear from me. She would not have if the work was done properly. There is lack of caulking and reglazing will lift and bubble since it was not done properly.
Business Response
Date: 13/06/2023
Sorry you had to go through all of that, as this is not the norm for Dr Tubs Reglazing. I responded to your email on June 8 that I am willing to send the desired technician to redo the tub in its entirety, under warranty of course, but did not hear back from you.
If that is satisfactory to you, call me and we will schedule it.
Customer Answer
Date: 13/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I would like it on record that I did not receive a response to my email, would like to see proof of an email sent if available. I am willing to have Carlos to be schedule at a time that fits within my schedule and my tenant's schedule and I respectfully ask that this time repair is not cancelled at the last minute. I would like to also request that all communication is done through email for my records and the businesses record as previous communication has been, I do not have a job that allows me to be on the phone throughout the business day either.
Sincerely,
***** ******
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