Complaints

This profile includes complaints for Tub Coaters Tub and Tile Refinishing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tub Coaters Tub and Tile Refinishing

  8904 Belair Rd Nottingham, MD 21236-2405

  
• 

  Tub Coaters Tub and Tile Refinishing

  7317 Harford Rd Baltimore, MD 21237

  

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:12/13/2022

  Type:Customer Service 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.

  On Dec. 2, 2022, Tub Coaters & Refinishing Company installed vinyl flooring in two bathrooms, removing both toilets. On Dec. 11, one of the toilets leaked through the kitchen ceiling. ***********, was called on Dec. 11 but couldn't arrive until Dec. 12 to assess the problem. After removing the toilet, the plumber discovered a sealer wasn't installed correctly (see photo of paper used on plumbing part), which caused the toilet to leak some sewage water on the floor and through the kitchen ceiling. The plumber corrected the problem with a flange. Since vinyl flooring was also installed in the Master bath and to prevent any potential damage, the toilet was removed, but the plumber noticed the sealer was installed correctly. The plumbing costs was $935.
  
  In addition, the *********** water clean up company is currently cleaning and drying the damaged areas of the kitchen with removal of parts of the ceiling (see photo) and cleaning and drying the flooring in the bathroom. My 4 year old autistic, Special Needs great-nephew (in my care through the court system) and I are currently staying in a hotel until cleanup is completed, as well as repairing the kitchen drywall and painting. The entire mistake is costing in the thousands, and I've attempted to contact Tub Coaters with no response.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 8, 2022/12/19) */
  The customer filed this complaint unfortunately prior to speaking to us. We were not aware of any issues until after the customer started repairs.
  We are just now in conversation with the customer to comprehend the situation.
  Please grant us a while to respond after an opportunity to have further discussions with the customer, as it will only aid us in an increased possibility of resolving what appears to be a resolvable conflict.
  Thank you
  
  
  Consumer Response /* (3000, 10, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On Dec. 12, 2022, an email was sent to Tub Coaters to discuss the issue, but Tub Coaters did not respond so a BBB complaint was filed. On Dec. 14, 2022, I spoke to a manager who identified himself as Eric P*******, and I explained their problem that caused a ceiling leak of sewage water, which had to be repaired as quickly as possible since my four old and I have asthma. Mr. P******* advised that he would work with the insurance company, but as to date, this has not occurred. Tub Coaters is well aware of the problem, at fault for the damages and needs to pay for all expenses incurred. After such, the BBB complaint will be closed.
  
  
  Business Response /* (4000, 15, 2023/01/04) */
  Good and Happy New Year.
  As of today's date, we don't have substantiation of the damages.
  If we were to work towards an agreement, we would need statements from the customer to substantiate requests.
  We look to help and are open to discussion.
  Thank you
  
  
  Consumer Response /* (4200, 17, 2023/01/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please be advised that the insurance company is still investigating and gathering information. After such, the insurance company will contact Tub Coaters directly to provide all incurred charges, and the complaint will be closed after the customer receives final resolution from the insurance company.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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.

  Tubcoaters.com reglazed my tub, tub tile, tile floor baseboard and put vinyl flooring ontop of my old tile floor.
  According to many websites, to reglaze, you 1) remove old caulk and clean area, 2) reglaze (with a glaze/laquer) the tile and tub, then (3) recaulk edges. Tubcoaters recaulked then put the reglaze on top of the new caulk. The glaze is spray painted on and is like a laquer/nail polish material. Bathworks, a company that sells reglazing products at Home Depot has a good video explaining the CORRECT process which tubcoaters did not do. The caulk under the glaze WILL eventually go bad and needs to be redone (under the reglaze??) - this doesn't make sense to any logical person. I believe they basically ruined my tub because I don't see how they could remove the glaze and caulk (underneath the glaze) and then reglaze the edges and then recaulk the edges to any reasonable good looking manner.
  2) After examining the work 36 hours after the job (to let it all dry and harden), I realized they missed reglazing some areas behind the water faucets. I did initially think it was done well, before the 36 hours (I was wrong)
  3) because the caulking (under the glaze) was not done nicely or smoothly in some areas, it can't be smoothed out appropriately because you can't remove the caulk under the glaze. Caulking over the area would just keep making the unsmooth areas too bulky.
  I've emailed them to contact me only via email (in order to keep things all documented), but they keep calling me to try to talk. They are the smoothest talkers I have ever met and I simply would like this completely redone (major work), or the missed areas glazed and be reimbursed for the cost of glazing the tub and tub tile (which won't cover the cost of fixing it when it the caulk goes bad, that we all know WILL happen)
  

  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 8, 2022/10/16) */
  We can't truly understand the motive behind this complaint, but are beginning to assume the reason. Not only were the concerns addressed at the time of the job, but solutions were offered and declined by the customer.
  This job was completed and reviewed immediately by the customer. When asked about the job and upon review by the customer, it was confirmed that all looked really good. Before leaving the job, the customer asked the technician about adding some caulking around the tub. It was explained to him that the way it was done eliminates the need to add lots of caulking as caulking has to be maintained through the years. The "less is more" approach allows the glaze to provide some of the water seal without the possible mess of lots of caulking that would take away from the cleaner look of the refinishing job. Caulking is something that always can be added through the months and years, so there is no loss in not having lots on day one.
  Still, after the explanation, the customer was offered to add caulking right then and there if he wanted it. We are not a caulking company, but we are glad to help a customer in a situation like this if it is something that he/she wants.
  No where in the bill, is there a line item that mentions caulking, nor is there an itemized price for this. The customer is not paying for caulking and thus has no merit to discuss a standard of service for it nor a certain dollar amount to be refunded for it. Furthermore, most would agree that the dollar amount requested for a refund would not be justified for an approximate 20 minutes of caulking, even if it was a paid item. A request to be refunded for the job due to a dislike in caulking or anything else that was never agreed upon has no merit.
  Mentioning once more: the customer was offered to add more caulking before we left the home and declined. Furthermore, the customer asked for a call to discuss the topic of caulking a day later. The same explanation was provided in the conversation. The conversation ended with the understanding that caulking can be added through the years as needed, but the surround doesn't necessarily need this on day one (as you add more caulking, the cosmetic appearance of the surround may not be as "clean" as it was before the caulking, so many times, most agree that it's best to start without the additional/unnecessary caulking if you can. The customer agreed in this conversation and after being offered the additional caulking once again, declined.
  The customer never mentioned anything in the conversation about reglazing missing "behind the water faucets." However, he added this in the complaint. This also seems suspicious. These are some of the exact areas that you can not even properly reach with the gun used to apply the reglazing. Customers often understand and do not have issues with reglazing of areas that you can not reach/or see any way. We do not take apart plumbing fixtures just to reglaze behind them, then just to have these fixtures put back on to cover the areas sprayed behind it anyway. It would defeat the purpose.
  We do jobs for customers with what we know to be best for our customers in each situation. We would not do something that we wouldn't want done in our very own homes as we want our customers to experience the best job for their situations and we also took the time to explain to this customer as to what we do and why.
  Thank you
  
  
  Consumer Response /* (3000, 10, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While the person was doing the job, I tried calling Eric at least twice and left mssgss. No response. I wanted to discuss the why his guy was caulking then reglazing on on top of the caulk. In fact, I would have preferred then to glaze and not caulk if they don't usually do caulking. I ask the guy to caulk the aread of the flooring to the basement area, before they left. I did not want them caulk before glaze the TUB area - because this practice is incorrect accoring to every website (go to Bathworks on the Home Depot website to see). Their process of caulking the tub area and then glazing over the caulk is simply Wrong and they know it. I complained after I was able to fully examine the work a good 36 hours later, for fear of damaging the glaze by touching it. I do not accept that tubcoaters incorrectly, by every standard, caulks and then glazes over the caulk - it is outrageous that they are defending this practice.