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:08/01/2022

  Type:Billing 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.

  Ordered tile on 4/12/22, but floor tile was already paid for after recommendation from employee for an installer. Never and still do not have copy of receipt because installer need to pick it up from warehouse an extra $50 or 100 was charged but don't know since I have not received a paid receipt for that tile or delivery charge. On the 12th after other installer kept putting off installment and on the 12th, I finalized purchase of entire tile, etc. in the amount of $5650 with $4000 deposit paid via credit card. Other tile paid for floor pd in full no receipt given. Installer left on Thursday 6/9/22 approximately 7pm Never asked me if it was acceptable. Never arrived before 9:30 am because had to take son to school and pick him up at 3:30 pm. On Thursday stated he would call and set up time to finish project. On Monday I received a call from JM Flooring requesting final payment. I informed them job was not complete, but sent check for $1,650 via bank, On Wednesday, 6/45/22 installer pushed his way into my house and said he has to finish the job to get his money. I had a mobile groomer grooming my dogs. She informed the installer that she would be done in a few minutes and she will be leaving. The pushed he had 2 others with him, and started giving orders. I was recovering from a total hip replacement. When he started I had just been released and having PT in my home.
  The groomer left without finishing my dogs. I paid her the full amount with a $50 tip for 3 dogs. He finished hanging the hand guard and left with his gang. I really felt threatened and so did my mobile groomer. Again nobody called to see if the job was completed nor ask if it was to my satisfaction. I have to call a finisher to smooth out the plaster??? on the wall that was not smoothed out to allow painting and the hole in the wall above the new tile plus all the pencil marks on the fresh paint. This project started in March and it is now August and it is still not done.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Ms. Customer came into our store on 3/3/22 looking for a mosaic tile to use as a repair for a hole in her shower wall next to the mixing valve, as well as for retiling her shower floor. I expressed to Ms. Customer that I would not repair her shower wall; however, I could tile her shower floor. At that time, my tile guy was scheduled out for over a month and she asked if we knew any other tile technicians. I did give her the name of a local tile installer. Ms. Customer purchased the tile that she wanted to use and this purchase was a cash-n-carry transaction, meaning we would not be installing it. The tile arrived to my showroom within a few days and I called Ms. Customer and informed her that it had arrived. I asked her if she would like to come pick up the tile and she said no, please call the installer, (who is not associated with my company). I called her installer and left a voicemail letting him know that the tile was here at the shop. I did not hear from him at all. Approximately 1 month passed and Ms. Customer called requesting to speak to me. I answered the phone and she proceeded to scream at me because she could not get her tile installer to return her calls or install her tile. She proceeded to demand that I was responsible to install her tile; however, I reminded her that she was responsible to find her own installer and that I was not responsible to provide her with an installer or a list of tile installers. At no time was Ms. Customer ever told that she had to pay any additional money for the tile or to have it picked up from the warehouse, or for an invoice. Her material was never at my warehouse because I had her materials shipped directly to my showroom. Ms. Customer asked how could she get me to fix her shower and I instructed her that a repair was not possible and the condition of the shower was not good. I continued to tell her that I could not warrant or guarantee any type of repair or be responsible to tile over her existing shower floor. At that point, she requested that I come and measure her shower and estimate redoing the entire thing. I measured Ms. Customer's shower on 4/12/22 at 9:00am. I informed her that she needed to provide her own plumber and glass company, as we do not do that. She requested I give her recommendations for a plumber and I refused to recommend one; however, I did give her multiple names of companies for her to vet on her own. She also told me that she had already made arrangement with a glass company and told me that I needed to coordinate with him, but I told her that she could do that on her own, once my installation was completed. She would not accept that answer and made me take a picture of her cellphone that displayed the company who was doing her glass doors. At that point, I left her home and told her I would provide her with the estimate a day or two later. I did provide Ms. Customer with the scope of work and the price and she was in agreement. On 4/16/22, she came to the store, signed the contract, and provided a deposit. Since this was a Saturday, the materials were not ordered until 4/18/22. Once all materials were received, the job was then scheduled to begin on 5/16/22. At that point, Ms. Customer was instructed to have the plumber come and address the drain, pipes, and mixing valve following our demolition. On 5/16/22, my installer began the work by demolishing the shower and prepping for new tile installation and the plumber did show up to complete his initial portion. We installed the entire shower exactly as contracted. My installer informed me that the shower was completed so I called Ms. Customer to collect the balance of the job. Ms. Customer informed me that the job was not complete and that she was not happy that she was left undone. I immediately called my installer to find out what he had left undone and it was brought to my attention that Ms. Customer had coaxed my installer into doing things for her that were outside of the scope of his work, to included her demands to him to finish the plumbing work and doing sheetrock work, to which he told her absolutely not. What Ms. Customer was wanting my installer to do required a plumber and he is not a plumber. So I called Ms. Customer back and explained to her that she is required to pay for the job because what we contracted to do is done. She proceeded to tell me that she did not want to have her plumber come back because he was from Bradenton, FL and that he was going to charge her additional money to finish his portion; therefore, she demanded my installer do it. I explained to her that it was her responsibility to contact him. She said "fine, but I'm not happy about it and I will mail your check next week." I did receive final payment in the mail and closed out the invoice. Several weeks later Ms. Customer called back and spoke to a sales associate and told them she was unhappy and we did not finish her job, which was not true. As to the other information Ms. Customer provided... My installers are not on a paid clock; therefore, they are not required to arrive at my warehouse or a customer's house by a certain time. Generally speaking, they are on the job between 9:00-9:30am, which every customer is told that. Sometimes there are extenuating circumstances and variables outside of our control or the installer's control such as needing additional supplies from the supply store or traffic, etc... As for my installer pushing his way into her house, that never happened to Ms. Customer, nor has that ever happened with any other customer. My installers enter each home following the customer opening up the home unless they have been given access via a garage code or a key. I don't see how Ms. Customer's physical therapy or her dog grooming has anything to do with this situation nor do I see how my installer finishing his job and leaving the home could lead any reasonable person to feel threatened. All my installers are polite, drug and alcohol free, and not one of my installers have a criminal record. The tile installer that did her job has worked for me for over 15 years and I have hundreds of recommendations and referrals from his work and his vibrant, and charismatic attitude. As for the wall needing to be smoothed out, I explained to Ms. Customer, that plumbing, lighting, and sheetrock work is not performed my by installer. Ms. Customer's job is complete and that is why she paid the balance of her job. I will not reimburse Ms. Customer for any repair or damage that is not the fault of my installer or our company. Ms. Customer was given a copy of her invoice/contract, which she signed but I will mail her another copy for her records. Ms. Customer has called and threatened my establishment on two separate occasions, stating that she will use the internet and every social media platform to slander my company. Her complaints and accusations are false and if Ms. Customer continues to harass and threaten to slander my company on every single social media platform, I will pursue legal action. I am demanding a cease and desist immediately.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not know who completed the response but surely knows very little about the case. The plaster or whatevere the tech used for the tile was all over my walls. He put a hole in the wall that had to be patched. The plumber had been out 3 times and completed all that had been requested including hanging the shower which the tile tech took down and I insisted that he put it back up since he removed it after it had been check for leaks. The tech did push his way into my house. He had not been invited in and went directly to the bathroom where the groomer was doing my dogs. She told him she would be done shortly nad he refused to leave. I asked him to set up an appointment to finish the work. He was looking for dhis moneyand could not get paid until work was completed. I had already paid in full and they were aware of issues. Goomer was independent contractor hired by me and we had arrange this time for grooming. She is willing to testify of this tech's actions. The expensive trim tile has a pattern and the tech did not match the pattern. As you can see I requested that they come out and look at the job, but since they had their money to hell with the customers. The other thing that was not mentioned is that I had just had a total hip replacement and was having PT daily at the home. That is also the reason for the mobile groomer Since they did not seem it important to look at the job done by their tech I did say I would let the media know of my experience. This company I thought had a good reputation, but since I have had this issue learning that it may not be a good as I thought. I still can't believe that they have never wanted to look at the job, but can tell you it is done correctly.
  
  
  Business Response /* (4000, 9, 2022/08/18) */
  This will be my final response in this matter. I am the business manager and I personally estimated and sold this job; therefore, I know everything in regards to this customer. I am also the liaison between the customer and the installer and was in constant contact with the installer during the installation. I am also the one whom this customer screamed at because the installer that she had hired refused to work for her because he was injured, as if that was somehow my fault. I am also the same person who had several phone conversations with this customer, who demanded that my installer finish up her plumber's work, whom she stated was going to charge her additional money for a trip charge from Bradenton. I am well aware of every aspect of this "case". The groomer was in the bathroom; therefore, they would not have seen the installer allegedly force his way into the customer's house uninvited; therefore, the "testimony" of the groomer is invalid. My installers only go to a customer's house during an installation, which is scheduled by me with the customer's agreement. My installer does not, nor has ever been paid by a customer; therefore, he would not have demanded payment. I am also the person who pays the installers once a job has been completed and payment has been received from the customer. Customer's are never forced or coerced to pay a balance on a job that is not finished or has issues that need to be resolved. This customer's only complaint was that my installer did not do plumbing work. If there were justifiable complaints, they would have most certainly been addressed before any payment was requested. This customer continues to mention things that have absolutely nothing to do with the contract such as medical problems, surgeries, or physical therapy. The customer stated that the tile was installed correctly, as it should have been. Again, this is and will be my final address regarding the installation for this customer.
  
  
  Consumer Response /* (4200, 11, 2022/08/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Whoever is responding is so confused. The person that sold me the product never contacted me after that except to tell me when job was scheduled. Did not give me any information nor name of individual to be doing the work. Therefore I assumed that John ***** was totally responsible for his and their actions. Therefore I was surprised when I called and asked about completion of work. I was attacked wanting my final payment as stipulated in agreement i,e, which was never completed because I disagreed with a couple of issues and wanted clarification. I still do not have a copy of that agreement. I never held *****'s responsible for the actions of the tiler that they had recommended. He was not ill to my knowledge only over sold. Let me be clear my issue has never been with the interior staff except the collector and the manager for failure to contact me concerning the job being completed and/or my satisfaction of work. Nothing was ever spoken between us. It appears that the tiler went to *****'s for payment and on Tuesday I had called to find out when tiler was returning to complete job. That is when the collector and I had words. I usually dealt with Leslie who was always pleasant and professional. She is the one that I had talked with concerning my issues and complaints with satisfaction of job. She promised she would have him contact me when he got out of the backroom. A week later I followed up to let them know about the issue with the tile person at my home. I originally went to an attorney who suggested that we should try to work this out. How do you work anything out if they don't have any of the facts. Only statement of 1 worker and poor memory of Manager nothing but hear say from employee about customer. Very unusual business policy. I am fine to end communication with John *****'s flooring and move to next step.