Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/04/2025
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.
This complaint is in regard to a shower wall tile repair job. The dates of the work occured over three different time periods: 2/19/24-2/23/24, July 31, 2024, and December 27, 2024. My complaint regards the dates of 7/31/24 and 12/27/24. The original work began in February 2024 at a cost of $3762.50. All seemed fine and I was happy with the work that ***** (the Foley employee) had done. I realized the grout had not been sealed and research revealed that it is SOP in the tile business to not seal the grout unless it is a "new build". I was never told of this and it is nowhere in any of the paperwork that I signed. I called Foley's for some guidance and was told to make sure the grout was dry and to follow the directions of the grout sealer I chose. I waited until June to begin the grout sealer process due to the strict warnings and directions on the sealer. This is when I discovered some small cracks in the new grout. I called Foley's to ask them to come out to repair the cracks in the grout, Instead of sending Cliff out for the repair, the owner Chick Foley came out for the repair. When he arrived he claimed he didn't have matching grout (extremely unprofessional), but that he had white grout. I foolishly agreed, mainly because I wanted the cracks repaired as soon as possible so as not to cause damage to the wall behind. The work was extremely sloppy and left the wall and shower area a mess. After trying to fix things on my own and realizing that I should not be repairing work I paid a professional to do, I called ***** again. This time he came out on 12/27/24. I stated that my expectation was that the grout on all four walls match before he left, as they were when ***** had done the original work. The result was even worse. I paid for a professional job to be done and completed and that has yet to happen. The contract I signed has not been fulfilled. I ask that either ***** be sent out to fix the mess ***** created or I want my money refunded.Customer Answer
Date: 05/15/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 05/27/2025
We have contacted the customer and are in the process of resolving her complaint. The Customer has accepted to work with us to completely regrout her tub area at no charge. We currently waiting for her to contact us to schedule the dates in July.
Sincerely,
***** *******
Office MgrFoley & Sons Floor & Tile
Customer Answer
Date: 06/02/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
At this time, I am rejecting the response, as I have provided Foley and Sons with the dates of July 2 & 3, 2025 (Wednesday and Thursday) twice. First on Thursday May 22, 2025, via a phone conversation with ***** ******* and again on Friday May 30, 2025, via text to ***** Foley. I have not yet received confirmation regarding those dates. Also, I had previously provided the dates of Monday, May 26, 2025, and Monday, June 2, 2025, to ***** ******* via our phone conversation on May 22, 2025. I have also not been provided with the information as to who will be making the repairs as I have been informed that ***** has left the company.FAQ
Regards,*********
Business Response
Date: 06/05/2025
I am sorry the customer did not receive a confirmation call. However, we have written her in for July 2nd and 3rd and will send a qualified employee out to do the work. Please call if there is a problem with those dates **************. I will note that we will call the customer the day before to confirm our visit.
Also, please do not send a text message to because Mr. ********************** for he does not receive text messages. You will need to contact call our business number ************ land line for any additional information.
BBB email's and correspondence needs to be sent to ***************************************** Note ***** ********* email.
Thank You,
***** *******
OFFICE MGR
Customer Answer
Date: 06/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
********* *******
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