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:09/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Under our one year home warranty, Factotum Remodeling was to repair the faulty original waterproofing in our master shower. We found water leaking through the shower tile into the crawlspace underneath. This resulted in a necessary removal of the ledge/curb tile which also resulted in the need to remove the shower door and glass panels. When replacing the section of floor tile in the affected area, we found out that the manufacturer changed the color of the tile since the original tile was installed. We agreed to pay Factotum $300 to re-tile the entire shower floor vs. only the section they were working on in order to have all of the shower tile match. On the final day of install, Factotum sent out ONE crew member to finish the job. Unbeknownst to us, he re-installed the shower door and panels. We found this out when he came to tell us he was finished with the job. We were instructed by the initial crew who removed the shower door/panels to call the original company to take care of installing the door/panels. The crew member was unable to communicate with us effectively due to a language barrier and left promptly. We were inspecting the work and immediately noticed that the shower door had a broken/ chipped section across the top, and that clear silicone that had been placed over top. The crew member failed to notify us of the damage but I immediately contacted the company, including pictures of the door before and after it was installed. The company emailed us with their solution to waive us paying them the $300 as a courtesy in result of the damage to to the door. We emailed, refusing this as a solution but they did not email back or answer our phone calls. We got an estimate from the original shower door company, it will cost $1,344.00 for a new glass door and to re-install the panels considering Factotum's crew may not have properly sealed under the panels and could result in water damage. Factotum is refusing to pay for damages they caused.

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I would like a refund for $3,150 from Factotum Remodeling. Reason: They did a complete remodel of our lower bathroom. We had various issues through the process. The project took many months longer than anticipated. Though they did what they could to fix issues as they arose, by the end of the project, there was a big sewer issue with the toilet and how it was seated, after they had completely ripped up the floor, re-created it twice, and re-seated the toilet. The whole downstairs smelled like human waste. Obviously, we needed to fix the issue. By the time they were done, we no longer trusted them to fix the issue. So we hired ******* *** **** to fix it. They removed the toilet and discovered that there was a cracked element to under the toilet that needed to fixed along with some other issues. In the end, they charged us $3150 to fix it. We alerted Factotum of the issue to which we received no response whatsoever. We are asked for the refund because after months of working on this project, it still was not completed correctly. And we had to pay a different contractor to fix it and complete it.