Complaints

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• Initial Complaint

  Date:05/08/2025

  Type:Order 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.

  Company did a poor job with tile installation and refuses to take responsibility for their work. Terrible company to work with and highly recommend staying clear from using them

  Business Response

  Date: 05/08/2025

  ***** ****,

  The last time we were on one of your projects, we had material and a crew on site, yet you failed to let us know a head of time there was no electricity nor water on site. It was a 2+ hour drive for us. We had this date available for you, yet nothing was accomplished due to lack of communication. We had losses on that day. No worries, we let it go. Now, the project you are complaining about is from 2023. As per our previous conversation, Mapei grout was used and we don't consider grout discoloration (almost 2 years later) to be under workmanship warranty. This could have been an old grout. Moreover, ***** is not a brand we recommend. It is not a high quality grout. In addition, using abrasive cleaners or cleaners that contain bleach can damage the grout and cause discoloration. Users have reported specific issues with Mapei, such as inconsistent color matching and potential erosion or degradation over time.
  Even Though you consider us a terrible company to work with, we will not say the same about your company because we are not in the business of defamation. We handled several projects for you and handled multiple repairs that were not our fault at no charge to you. Our recommendation to you is not to use Mapei as your 1st choice for grout and to appreciate the people that work for you. 

  ONC REMODELING

  Customer Answer

  Date: 05/08/2025

   
  I am rejecting this response because: I'm not entirely sure what the commute has to do with this issue. If the commute was too far then I understand you not wanting to take the job to begin with but that is not what happened. It's a fairly common practice to not have power or water on new construction and we are always more than happy to provide water when requested from our water truck and several of our trades have small generators to take care of work in these situations. If this were to be brought up as an issue at time of work then we could have worked together to resolve but again, this has nothing to do with the complaint. We pay our trades for a service which in this case is tile installation. You never once claimed that the grout is a poor grout to use and that we would have these issues down the road. you moved forward with installation knowing full well that this gout is apparently terrible and then take zero responsibility for it when we have corrections that need to be made due to mixing the grout improperly. 

  We understand this install was in 2023 and unfortunately it took a while for the house to close so the homebuyers are just now moving into it. I fail to see how this would not still fall under a necessary correction that you should be responsible for making.

  I have more than respect for all the trades that we use and we pride ourselves on delivering a nice house to our customers and having a good relationship with the people we work with. It's a bit difficult to "appreciate the people we work with" in this case when they won't take responsibility for their work that we paid for.

  We ask that you do the right thing and resolve the grout issue on this project so we can all move forward. 

  
  

  Business Response

  Date: 05/23/2025

  We do not believe this is an installation error nor the installers fault.

  Grout problems not related to the initial installation can include discoloration, cracking, powdering, efflorescence, and latex migration. These issues can arise due to improper cleaning, environmental factors, or material degradation over time. 
  

  If the Builder still believes we are at fault , the Builder can deduct it from the last unpaid trip made on 08/15/2024 to 880 *******. A crew was paid that day .