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:03/26/2024

  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.

  Date of Transaction: 7-2-20 Paid $410. Check/ 5 Year Warranty on Tub & Sink to fix Reglazing problems.
  
  American Refinishing continues to refuse honoring their 5 year warranty & fix the Peeling behind our sink faucet, fix the dripping of the Glazing that dried back of Tub & finish reglazing the Outside of tub (the bottom 2" along the entire length outside tub where it meets the floor)
  
  I called back in Dec. 2021 & spoke w/ Jeanette to explain the Peeling, Dried Dripping Problem & not completely Reglazing the Outside of the Tub. She agreed to fix problem & appointment was scheduled for Jan. 17, 2022. The guy scheduled to reglaze the areas was sick so American Refinishing cancelled. 
  
  For the past 3 Years we've tried in vain to reschedule the appt. to have them come out to fix these 3 issues, but Jeanette won't take my calls! She either hangs up when she hears it's me or if she sees it's my phone number she won't answer her phone! My son called American Refinishing in Jan. 2024 & spoke with Jeanette about the shoddy, incomplete work done. She didn't believe what he was telling her. He told her "come out & see the work for yourself!" She agreed. When he gave her the address her response was, "Oh no. That lady already called me and we are not coming out there." & hung up! 
  
  This case might be personal to Jeanette, because when I told her that the guy did a slipshod shoddy job, she admitted that was her son! So it's a family owned business that doesn't uphold their guarantee warranty. He left a long 2 inch strip of untreated porcelain that doesn't match the color of the rest of the tub. All the guy would've had to do is pull back the carpet.
  
  We want our Tub and Sink fixed as promised in their guarantee/warranty.  Jeanette obviously does not know how to run a company, & is the most unprofessional retail person we've ever dealt with! If she & her company offer a warranty & agree to fix problems/mistakes then they need to honor it instead of alienating their customers.

  

  Business Response

  Date: 03/29/2024

  The Limited Warranty for the **** ** ***** job at **** ******* ******** ******** ** on 7-20-20 states in bold letters that this warranty is NONTRANSFERABLE.

  **** ***** is not the customer we contracted the work with.

  As I explained two years ago to **** *****, we can make the repairs for a cost. 

  We are scheduling work as of 3-29-24 the second week in May,2024.

  Please call the office Monday-Friday 10am-6pm ###-###-#### to make an appointment for an estimate.

  Thank you,

  Jeanette D**

  American Refinishing Inc.

  ###-###-####

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  When I first contacted Jeanette Day (American Refinishing) in December 2021, the first thing I said was my name & I was calling on behalf of my mother **** ** ***** who is the customer/homeowner the work/job was contracted with & a senior citizen. Jeanette D** from American Refinishing knows I am taking care of this issue on behalf of my mother, **** ***** & her home. My mother does not have a computer nor does she know how to use one therefore I am using mine to help her. While filling out the BBB complaint form for my mother, I inadvertently wrote my name.
  
  
  December 2021, Jeanette said they would fix the problems at No Cost. Jeanette did not once mention charging my mom to fix what they did not complete, use of defective materials and less than expected workmanship. Appointment was scheduled January 17, 2022 at no cost. Her employee was sick on January 17, 2022 and could not go fix my moms bathroom, therefore the appointment was cancelled. Every time I called Jeanette to reschedule the appointment for my mother, **** *****, Jeanette would hang up on me or wouldn't answer the phone. 
  My mother has a 5 year warranty & all she wants is American Refinishing to uphold their 5 year warranty, stand behind their workmanship & fix the problems - use of defective materials  behind the bathroom sink faucet which Peeled, Dried Dripping Glaze Problem back of tub, not completely Reglazing the Outside of the Tub (the bottom 2" along the entire length outside tub where it meets the floor) & Dried Dripping of Glaze on the edge of the bathroom sink. My mother did not pay for incomplete workmanship or use of defective materials. American Refinishing, do the right thing and fix my mother's bathroom. Stop taking advantage of a senior citizen.
  
  
  Regards,
  
  
  
  **** ***** daughter of **** ** *****
  
  

  

  Business Response

  Date: 05/15/2024

  
  Jeanette D**
  1:24 PM (17 minutes ago)
  to me
  
  **** ** ***** needs to schedule an appointment with American Refinishing Inc. for an estimate on the work to be done.  
  
  Some of the work is under warranty and some is not.  The gap at the bottom of the bathtub is from the flooring removed after the bathtub was refinished.  The sink and the mark inside bathtub will be repaired at no charge.
  We are scheduling the last 2 weeks in June.
  
  Thank you
  
  Jeanette D**
  American Refinishing Inc.
  ###-###-####

  Customer Answer

  Date: 05/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  **** ** ***** looks forward to getting the aforementioned issues repaired. However, we disagree with your decision not to refinish the “gap” (the blue stripe) at the bottom exterior of the tub along the tiles. Contrary to your statement, there was no “flooring” in that area.  The low pile plush carpet that was present was not secured by glue or tacks. The technician should have pulled back or removed the carpet before glazing, but this step was unfortunately neglected. We look forward to resolving this issue promptly and appreciate your cooperation.
  
  Regards,
  **** ***** daughter of **** ** *****
  
  
  
  

  

  Business Response

  Date: 05/29/2024

  
  **** ** ***** needs to schedule an appointment with American Refinishing Inc. for an estimate on the work to be done.  
  
  Some of the work is under warranty and some is not.  The gap at the bottom of the bathtub is from the flooring removed after the bathtub was refinished.  The sink and the mark inside bathtub will be repaired at no charge.
  We are scheduling the last 2 weeks in June.

  The gap is from flooring removed after the bathtub was refinished by American refinishing Inc.

  At the time of the refinishing process carpet was on the floor all the way up and along the bathtub.  The technician was informed by the homeowner **** ** *****, that the carpet was to stay in place. This required the carpet to be covered to protect it from the spray.  When at a later date, the carpet was removed it left a gap where the carpet was. 

  The warranty and paper work are the responsibility of the customer. The warranty does not require a signature. The warranty is Non-Transferable.

  The price to refinish the bottom of the bathtub is $125.00.

  Please call the office Monday-Friday between the hours of 1pm-6pm and ask for Jeanette.

  
  Thank you
  
  Jeanette D**
  American Refinishing Inc.
  ###-###-####

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  
   I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  **** ** ***** never stated that the carpet must stay in place. The fact that white glazing spray decorates the entire
  edge of the carpet proves that the technician neglected to cover the
  carpet "to protect it from the spray". The carpet could have been easily pulled back or temporarily removed during the refinishing process.
  **** ***** did not receive the service she paid for and expected. She paid
  for the entire tub to be reglazed and refinished, not just 90% of it. In addition to refinishing/repairing the sink and the marks in the bathtub, the unfinished exterior bottom edge of the tub (the gap) needs to be included in the redo.

  
  
  
  Regards,
  
  
  
  **** ***** daughter of **** **** ** *****
  
  

  

  Business Response

  Date: 07/24/2024

  
  Jeanette D**
  3:16 PM (32 minutes ago)
  to me
  
  American Refinishing Inc.  will repair the defects on **** ** ******* bathtub and sink at no charge.  This does include the bottom of the bathtub outside wall where the carpet was removed by homeowner at a later date and exposed a line of the old finish.
  Thank you
  Jeanette D**
  American refinishing Inc.

  Customer Answer

  Date: 07/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this Does Not resolve my complaint.  For your reference, reasons for rejection are included below.

  To
  reiterate, **** ** ***** never mandated that the carpet remain in
  place. The white glazing spray on the carpet's edge clearly indicates
  the technician's failure to cover the carpet and protect it from the
  spray. The carpet could and should have been pulled back or temporarily
  removed during the refinishing process.
  **** ***** Did Not receive the Complete Service she paid for. She Paid for the ENTIRE TUB to be reglazed and refinished, not just 90% of it. The unfinished exterior bottom edge of the tub (the gap) must be Fixed in the redo at No Charge, along with refinishing/repairing the sink and the marks in the bathtub.

  
  This issue needs immediate attention and resolution.

  
  Regards,
  
  **** ***** daughter of **** **** ** *****
  
  
  
  
  

  

  Business Response

  Date: 08/08/2024

  American Refinishing Inc.  will repair the defects on **** ** ******* bathtub and sink at no charge.  This does include the bottom of the bathtub outside wall where the carpet was removed by homeowner at a later date and exposed a line of the old finish.
  Thank you
  Jeanette D**
  American refinishing Inc.

   

   

  
  

  

  Business Response

  Date: 08/13/2024

  The first open date is Friday August 30 11am-12pm.   We will call on the way that morning to confirm the time.  Please let us know if this date will work for you.

  Thank you, Jeanette D**, American Refinishing Inc.

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that we will accept the Appointment with American Refinishing on August 30, 2024 between 11am - 12pm. That time works for us. The work to be completed is fixing the drip marks in the back of the tub, finishing the outside of the bottom strip of the tub, fixing the sink behind the faucet and the drip marks on the right side edge of the sink.

  Please call ###-###-#### the morning of August 30, 2024 to confirm the time.

  Regards,

  **** *****