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:07/06/2023

  Type:Product 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.

  On 9/20/2022 we had our white cast iron bathtub repainted white, We were quoted $1,800 for this job which was extremely high for this small job, but the business was Better Business Bureau accredited and that gave us confidence that the job would be well done. We were charged $200 paid by ***** to secure a date for the job to be done. The painter arrived and completed the job on 9/20/2022. The paint looked like it was pooling and thick in a couple areas, but overall it was acceptable and we paid the balance. After the job was done, we were given the contract that said the job was only guaranteed for 30 days. Less than 10 months later, we noticed cracking in a couple of painted areas, which allows water under the surface that can lead to mold. I immediately called Mr. Resurface in late June and his message said he was away through July 3. I also went to the website and left a message with pictures of the problem. When I hadn't heard back from him, I left another message on 7/5/23. He contacted me and said there would be an additional charge for the repair which was unacceptable to us. The "high" charge for a job like ours is $1,000 and he charged $1,800. The job was not well done. We want the public to beware of the way this company does business before they hire them.

  

  Business Response

  Date: 07/20/2023

  This customer sent me a message while I was away on vacation, I responded by text while on vacation to tell them I was away through July 4th as a courtesy.   I also had a message on my mobile voicemail and on my website saying phone calls would not be returned until the week of July 4th.  This customer heard my vacation voicemail and still left a message demanding a response after hearing the vacation message.    I promptly responded to this customer after getting back from vacation on July 5th to address their concerns.   After the job was completed on September 20th 2022, this customer was left with a written warranty stating that after 30 days there is a service fee to repair to the tub for up to 5 years coverage.    Per the written warranty this customer called me 10 months later with a need of a repair.   I stated to them that it would cost $95 to repair in accords with their written warranty that would be the service fee to repair their tub.   

   

  They do not want to pay for the service fee as stated on their written warranty.  I promptly returned this customer's messages.  I have not denied them service.   I offered them a reasonable resolution to repair their tub.   This customer is assuming they paid a high amount for the job compared to other quotes they received, but do not know the quality of the competitors they received quotes from.  They are assuming the lower quote companies would have done a better job or they would not have had larger issues in less than 10 months if they hired someone else.   They are also assuming that since they feel they paid too much the tub should be repaired for free.   I did not force them to hire me.   They did not complain about the written warranty when they were left with it on the job completion date.  They are complaining now which is not reasonable.  

  I receive calls from potential customers that use competitors and call me to fix issues they are having with those tubs after less than a month of completion.     This customer told me they chose to hire me because they saw my good rating I have with the BBB and my great testimonials on my website.   I stand behind my work but my no fault coverage is more than reasonable to cover our trip out to repair any issues a customer may have with a job.  I don't point fingers as to what caused the damage because I'm not there to see what happens months after I complete a job.   I just come an repair whatever the issue is for the service fee.  Many customers have thanked me for this policy and said I saved them thousands of dollars over the cost of replacement and my service fee is more than reasonable.   

  
  This customer did not bring to my attention that they were not happy with the job or had any issues with paint pooling or the job quality until they contacted me about the chip/crack on their tub in July 2023.     I'm willing to repair this tub for this customer for the reasonable service fee of $95 after 10 months have passed from the original job completion in accords with their written warranty.    

  Customer Answer

  Date: 07/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not demand a response when I heard the message hevwas on vacation.  I went to the website and submitted pictures as requested and even stated in my response that I knew he was away through July 3rd. That should be available if anyone wants to see it. I called him toward the end of the day on July 5th when I hadn't heard from him but he did respond. A friend of ours had her tub painted fir $600 and have had no problems with it in over ten years. We chose Mr. Resurface because he had a good BBB rating and we thought he would live up to that reputation. We were wrong. I could send him pictures of the areas that pooled from too much paint. It was a faulty job to last less than ten months 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 07/21/2023

  It will cost $95 to repair this customers tub per the written warranty.