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:01/19/2023

  Type:Customer Service Issues
  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.

  On March 28 2022 I entered into a contract with this company to do work on 3 bathrooms, paint the interior of my townhouse to include 3 bedrooms, halls living room, kitchen and basement. The company charged more than$30,000.00 with a $10,323.00 to start the job. They over promised, took shortcuts, damaged items in my home to include the staircase when working in the home. They did incomplete work. Bought cheat 400 grade paint instead of the 200 grade. Did a horrible job at painting the bathrooms and was caught in the act of short cutting on the work and not doing as they promised. They left the kitchen cabinets on the hinges and Al thought they indicated they would remove each cabinet sand and clean them prior to painting the cabinets they were caught just putting primer on dirty cabinets in an attempt to not do the work they promised they wood do. They left doors unpainted and did a horrible paint job in the bathrooms. The powder room was so bad I had to hire someone to repaint it. They even forgot about some of the bathroom work and I had to pull out the contract and show it was in the contract. Now 8 months later (and I have been out of town for 4 months) I return and the bathroom tile in the shower is separating from the wall. I could no longer trust them and ended the contract with them. However, now the bathroom is falling apart because of their poor work. I want my money back.

  Business Response

  Date: 01/19/2023

  We have been in business for a long time, we have never had any problems with any of our customers. All of our clients know that we characterize them as a professional and quality company, we take great care of our clients. We entered into a contract for $31,150 with a deposit of $10,350. We were working according to protocol; From the first day, the client went through the work area and asked our employees how much we paid them. the client never let us do our work when the work was in progress. We are very apologetic and did everything possible to please her, but it was impossible. We agreed to finish the 3 bathrooms for $12,450, one bathroom was made complete and the half bathroom was only changed the vanity and the mirror, and the bathroom in the basement too, painting the bathrooms was not in the price because the price of the painting was canceled , and we painted anyway with high quality ******* ******** paint, but as hard as we tried we couldn't get her to please, for this reason we decided to cancel the contract. And we decided not to collect the last payment of $2,100, even though we paid more in labor and material than she did. We explained to the client that we were testing the paint in the cabinets, and that of course, we were going to remove and straighten them, but she did not want to understand. We never damaged her house; client was asking another business for advises as the work was in progress. And whatever the other business advises her, she was coming to us to tell us how the work needs to be done. all those picture was in the process of work, nothing was finish at that time.
  

  Customer Answer

  Date: 01/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I do not accept the response from the business as the information presented to you is incomplete, inaccurate, and false statements made with respect to my actions with no accountability for the fact that Newline Remodeling regardless of their claim of doing professional and high quality work did substandard and low quality work based soley on the fact that the final product is falling apart 8 months later in addition to another company having to redo some of their subpar work done. See attached rebutle as well as attachments given to show a more complete picture of what occurred. I am willing to submit reciepts of the rework that was done as well as receipts for items purchased for the work.
  

  Business Response

  Date: 01/23/2023

  Resolution:
  
  Regarding to the picture that you send about the tile, carefully we review it, and we notice that is not the tile is the grout, also, about the door not been leveled it has passed 8 months and every time that the door is slam or people closing the door to hard of course it will un leveling.
  
  Resolution offer. We have decided to offer the owner, that we can come to fix the grout and to level the door to result this matter.
  
  For the other issues that she claims it is nothing that we can do because she hired somebody else and other contractor has been in her property already.
  
  About the painting in the powder room to painting it was not in the price.