Complaints

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• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair 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.

  My complaint is in regards to the disgarding of waste produced by Reliable Marble Care, LLC. '*****' came to my home on Monday, 12.05.22, approx 11:30am to inspect floors and give an estimate. She inspected floors with sandpaper in every room. She warned it may be possible that the crew not even take the job. Monday, 12.12.22 I confirmed that the job would be started 01.09.23. The company sent me an estimate, for $5400. I paid 50% deposit of $2700 on 12.13.22. I was told it would not be a complete moveout.Upon arriving a day late on 01.10.23, '****' called someone via video-chat and showed them the floors. Then '*****' called, stating that they were not going to be refinishing my floors, claiming the condition of the floors were worse than originally expected. I later spoke to the owner, ****. He explained to me that his company "is going to lose their a** on this job" and saying "they should have never taken the job". But he sent his crew back to begin working to keep his word. I had to move out completely. Displacing me for more than one night, and my animals, immediately. Day1 Tthey used my kitchen sink to dispose of some white "milky" type material. I filled the sink with items to discourage use. Day2 I told **** there were no useable sinks. The items had been removed, and again used to dispose a white substance. Day3 I turned off the water under the sink and told **** my drain lines were compromised, to not use the sink. I saw the white substance on my window, plants moved, and my hose outside. On 01.16.23 the job was considered complete by the company after '*****' came to the home and inspected the work. 01.25.23 my drain lines completely backed up on the kitchen-side of the home, forcing waste to flood my bathroom. When a plumber came to remove the clog, they discover a "thinset type" or plaster-like material in my main sewer cleanout drain. This is waste produced by the flooring company. No other contractors have done any work on my home.

  

  Business Response

  Date: 02/20/2023

  Customer has made many false accusations. The customer was very polite up until the day the job began. When visiting customers home in December 2022 to give estimate, homeowner told *****/sales rep that the sewer lines were compromised. She stated how the floors were going to be dug up to replace sewer lines.   She even wanted to have floors refinished before the sewer lines were installed. When **** arrived at the job site on January 10, 2023 the home had a terrible odor that we chose not to work in. The odor was throughout the entire home. There was also items and furniture all over the place. **** called **** to speak with him regarding the items all over the floor and the dog was able to run freely throughout the home.  **** let **** know it would take a very long amount of time to get the job complete with the items on the floor and the dog running loose. ****/owner had to call homeowner. **** let customer know she had to clear her floor for the work to be done.  Customer became very upset and cursing.  We agreed to stay and do the work, but everything needed to be cleared from the floor. From that first day on job and continuing for the rest of the week, customer texted day and night expecting answers. She got extremely upset when **** did not reply to texts she sent very late in the evening and in the middle of the night.   Customer and animals were not displaced as she said. Customer was supposed to be set up in another room that we were not working in and have her animals in that room per conversation that took place in December of 2022 the customer wanted us to work around her bed and the dog. We cannot work around a bed and a dog. The dog was loose and not in a kennel. Homeowner continued to make job impossible. She started sealing windows, taped up a window and covered it with plastic so the workers could not get fresh air. She removed toilets and other things that did not need to be done.  She made accusations and complaints of several things throughout the time we were working in her home. When we offered to take care of things she complained about, she would say dont worry about it.  There was nothing put down the drains by Reliable Marble Care. Client stated she was working on her home herself removing tile, thinset, and doing drywall work prior to Reliable Marble Care refinishing her floors and prior to the estimate being given to work on her floors.******** stated her sewer pipes were being replaced upon initial visit of estimate for refinishing of her floors. Customer was supposed to make payment upon day of completion of job.  When job was not paid for, when she was asked about payment she stated in the next ***** hours on January 24th. On Friday January 27th, she texted stating I will be paying the invoice on Monday, when my transfers clear my bank. On Monday January 30th,late in the afternoon she started texting of a plumbing problem she was having and blamed Reliable Marble Care. Reliable Marble Care has had multiple accusations and complaints made by the customer so  we paid her plumbing bill so we could get paid for the work we completed as per her estimate. We do NOT use any type of thinset material for the type of work that we do.  Although, we did not use her drain lines to dump anything down her drains as accused of, we felt the only way we could get the final payment was to pay the plumbing invoice.  We have many years of experience and we have never used homeowners sinks to dispose of waste. To make the customer satisfied, we paid the plumbing bill by crediting the amount of the plumbing bill on her final invoice. The issue was resolved before the customer filed a complaint with ********************.