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:07/31/2024

  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.

  This business will not honor the terms of the contract: there is a two year service warranty. The work was shoddy in several areas and there have been two leaks and a grab bar not connected to the bathroom wall. These issues have been fixed, the current problem occurred on 6/15/2024. The electrical outlets in one bathroom would not work. I did the reset and checked the electrical panel to make sure nothing was in the off position. I contacted the contractor on or about 6/17/2024 to report the issue. The office manager acknowledged that they have had several customers call about the same issue and that they must have had a bad batch of ****. To date they have not bothered to fix this problem. When I went to their office in early July 2024 to finally pickup a final receipt for a final payment that was made in January 2024 I was threatened by the office manager that they would no longer repair any leaks etc. It took six months to get them to finally issue a receipt for the payment in full after numerous promises of they would send the receipt by email or regular mail. I think part of the reason for this was the bill I was sent upon completion of the remodel was more than $9,000.00 over and above the initial contract amount.They claimed there was some kind of discount which was never disclosed to me nor reflected in the original contract. I disputed the amount of the bill and paid what was originally agreed to. The owner, ***** ******, showed up to my home unannounced on the evening of January 16, 2024 to settle the bill. My son was there and agreed to pay him half of the disputed amount as we found the visit unsettling. This was a money grab because he knows my son was in a recent car wreck and suffered life changing injuries which was one of the reasons for remodeling the bathrooms. I did not get the design I had asked for in the one bathroom because they messed up the orders.I want the business to honor the terms of the contract in a timely manner.

  Business Response

  Date: 09/09/2024

  The two-year service warranty applies to items we provide for your job. The two leaks were caused by a bidet for an elongated toilet that you purchased on ******. You have round front toilets. When you visited the shop for your receipt in July, you were not threatened by anyone. I asked you to get a new bidet from ****** and when it arrived, as a courtesy I volunteered to have ***** install your new bidet, while letting you know that we will not service it again. We do not service items we do not provide because of quality issues. I am sorry that you feel like this response is justified. You received a $7000 discount on the second bathroom on 07/21/2023 to use material we had. On 07/22/2023 when you changed everything in the bathroom, you also lost the discount. I apologize about the extended period in getting you a receipt for your job. I believe you are aware; my medical issues had the shop shut down for a while.  My sincere apology that while recovering from back surgery, I could not get you a paper receipt for the checks your son wrote. I have forwarded the original contracts, with the email and text messages of your changes. I am sorry that you felt like this was the way to handle anything.

  Customer Answer

  Date: 09/16/2024

  I am not satisfied with the response from the business. The business did not address the current outstanding issue: the outage of electrical outlets/ **** in the hallway bathroom. They supplied and installed the outlets. They were contacted several times for more than six weeks and the repairs were not made nor did they provide a date to do so.

   If the company is unwilling or unable to repair the outlets in a timely manner, I will have the repairs made and they will reimburse me for the expense.

  The issue of whether I received a discount on the materials for the en-suite bathroom, I have enclosed a receipt that I was given after I made the down payment on July 26th 2023. This does not reflect the discount they are claiming to have given me. The change order was made  three days prior. The text messages  reflect that they ordered the wrong materials. The walls that were eventually installed was material they already had in stock. The walls were at their ****** ******** location. Rather than admit that they made mistakes and ordered the wrong materials they are making up conversations that never happened. I have decided to let this part of the complaint go as I have already paid them in full. I did not want a lien put on my home. I know the truth and so do they; I will let their conscience punish them for the way I was treated as a customer.

   

   

   

   

   

   

   

  Customer Answer

  Date: 09/16/2024

  I am not satisfied with the response from the business. The business did not address the current outstanding issue: the outage of electrical outlets/ **** in the hallway bathroom. They supplied and installed the outlets. They were contacted several times for more than six weeks and the repairs were not made nor did they provide a date to do so.

   If the company is unwilling or unable to repair the outlets in a timely manner, I will have the repairs made and they will reimburse me for the expense.

  The issue of whether I received a discount on the materials for the en-suite bathroom, I have enclosed a receipt that I was given after I made the down payment on July 26th 2023. This does not reflect the discount they are claiming to have given me. The change order was made  three days prior. The text messages  reflect that they ordered the wrong materials. The walls that were eventually installed was material they already had in stock. The walls were at their ****** ******** location. Rather than admit that they made mistakes and ordered the wrong materials they are making up conversations that never happened. I have decided to let this part of the complaint go as I have already paid them in full. I did not want a lien put on my home. I know the truth and so do they; I will let their conscience punish them for the way I was treated as a customer.

   

   

   

   

   

   

   

  Customer Answer

  Date: 09/16/2024

  Complaint: 22072893
  
  I have reviewed the business' response and am rejecting it because: 

  I am not satisfied with the response from the business. The business did not address the current outstanding issue: the outage of electrical outlets/ **** in the hallway bathroom. They supplied and installed the outlets. They were contacted several times for more than six weeks and the repairs were not made nor did they provide a date to do so.

   If the company is unwilling or unable to repair the outlets in a timely manner, I will have the repairs made and they will reimburse me for the expense.

  The issue of whether I received a discount on the materials for the en-suite bathroom, I have enclosed a receipt that I was given after I made the down payment on July 26th 2023. This does not reflect the discount they are claiming to have given me. The change order was made  three days prior. The text messages  reflect that they ordered the wrong materials. The walls that were eventually installed was material they already had in stock. The walls were at their ****** ******** location. Rather than admit that they made mistakes and ordered the wrong materials they are making up conversations that never happened. I have decided to let this part of the complaint go as I have already paid them in full. I did not want a lien put on my home. I know the truth and so do they; I will let their conscience punish them for the way I was treated as a customer.

   

  
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/26/2024

  You received a $7000 discount on the second bathroom on 07/21/2023 to use material we had. On 07/22/2023 when you changed everything in the bathroom, you also lost the discount. You were informed about the discount prior, that was the reason you hired us to begin with. You made the changes after the deposit, which is why there is no additional contract. I have provided documentation in my previous response that will clearly outline these facts. You had repeated changes that we were more than ok with helping on (and some of which we never charged you to begin with). We did not threaten to end servicing you, we told you we were done servicing the Bediet you bought that caused the leak. If there is another issue with an outlet you can always give us a call at **************.