Complaints

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• Initial Complaint

  Date:05/28/2025

  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.

  We entered into a contract on February 4, 2025, for a bathroom remodeling project, followed by a second contract on February 28, 2025, for a second bathroom renovation.
  The quality of work performed under both contracts has been unacceptable, causing not only substantial inconvenience but also property damage and financial loss. We outline below the major issues encountered:
  GFI outlets were removed and not replaced, creating a safety hazard.
  Grey tile was installed within a wall of white tile, creating a mismatched and unprofessional appearance. The contractor refused to correct the tile mismatch or replace the damaged elements.
  The vanity was permanently altered with non-matching wood, compromising both appearance and function.
  Both vanities were installed with visible chips and scratches on the countertop.
  Incorrect tile was installed; rather than replace it, the contractor tiled over it, significantly increasing the floor’s weight beyond safe or acceptable limits. The vanity is now on top of the original tile, raised approximately 2 inches above the normal height.
  The shower is leaking due to poor tiling, resulting in measurable water damage to the ceiling below.
  Water valves were improperly installed, and fixtures were damaged and bent during installation, preventing proper functionality.
  The project took over two months to complete despite a contractual timeline of 2–3 weeks.
  Moisture levels measured at 8.8% in the ceiling below indicate active water damage
  Caulking has already failed in multiple areas.
  Grout is cracking and uneven due to poor application.
  
  
  We feel misled, defrauded, and harmed—financially and emotionally—by the actions of Magnolia Remodeling.
  
  We demand immediate resolution, including:
  A full and itemized invoice for both projects.
  Remediation and repairs at the contractor’s expense to bring both bathrooms to professional, code-compliant standards.
  Reimbursement for damages resulting from poor workmanship and delays.

  

  Business Response

  Date: 06/04/2025

  At Magnolia Remodeling, we take client satisfaction seriously and are genuinely sorry to hear about the frustrations expressed in this review. We value every homeowner we work with, and our intention has always been to deliver high-quality craftsmanship with integrity and professionalism.

  We would like to address the concerns raised, point by point:

  ·       Electrical Outlets: The outlet in question was not GFCI from the beginning, as shown in the original photos. We never removed or altered that outlet. However, I did advise the client that, to meet updated code compliance, GFCI outlets should be installed. That recommendation was part of our commitment to safety and best practices.

  ·       Tile Color Mismatch: All tile used came from the same lot and packaging. There can sometimes be subtle variations in dye lots, but the color difference was not evident in either the box labeling or installation, as confirmed by the before-and-after documentation.

  ·       Vanity Chips and Wood Supports: Cosmetic chips and the blocks were reported to the  insurance for evaluation. The ½”x1” blocks did not affect the vanity's performance, functionality, or long-term durability.

  ·       Floor Tile Replacement: Both layers of tile were demoed and replaced. Most of the demolition was completed May 2, 2025. The new tile was then installed using standard practices. Several shower tiles were also repaired at this time.

  ·       Vanity Height: The change in vanity height was ½”, which is within normal variation when accounting for trim and finish layers. A kick plate and quarter round were used to create a clean, level finish, consistent with industry standards.

  ·       Water Damage and Shower Leak: The client notified us of water sounds within the wall while using the vanity faucet. The shower had not yet been used during that timeframe or even at all the entire week or week prior. This information, was submitted with the insurance for the claim. I filed the claim with our business insurance acknowledging tiles, vanity, issues in shower and water damage. A neutral third-party assessor was assigned to inspect the damages, and I am awaiting confirmation of that assessment's findings.

  ·       Project Timeline: While the original estimate was 2–3 weeks, unexpected factors including product delays, custom fixture changes, and insurance-related issues extended the timeline. I maintained consistent communication with the client throughout, including updates and next steps. After filing the claim and providing the claim number and insurance company information to the client I did stop communication with the client for insurance purposes. 

  We understand that remodeling projects can be disruptive, and we never intended to cause stress or hardship. I want to make this right and that is the whole reason for the claim with the insurance company. Our goal has always been to deliver results our clients can be proud of.

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: many of her statements are false. I would like to add information I’ve since learned upon discussion with the adjuster at NEXT Insurance, her GL insurance. 

  1. Electrical work - Magnolia Remodeling, and the owner are not licensed to complete electrical work, and are not insured for such work. NEXT insurance has confirmed there is no coverage for this, and a search of the Nebraska Electrical Contractors License search confirms the same. Should she have a licensed contractor who did this electrical work, she must provide their first and last name along with a GL policy number. However, she told the adjuster she was the only person who did work on our home, which was false. They added electricity outlets to the walls in both bathrooms, and near the toilets. Two outside contractors, and the independent adjuster inspector from NEXT confirmed this was not to code and poorly done. One outlet was within inches of a water source, with no GFCI. We have attached pictures of our project, which show the installed GFCI outlet which we had prior to her starting. Then, it was removed with an outlet being installed upside down. Her insurance has issued a conditional denial on all plumbing and electrical work due to no coverage. They are hoping to find an E&O Policy, as is the attorney I’m speaking with. Photo 1 shows the GFCI outlet we had in there, and she lies about removing it. She even references it in a text (photo 2), as she previously told me it was “fine”. 

  2. Plumbing work - Magnolia Remodeling, and the owner are not licensed to complete plumbing work and thus not insured for this. This means that all of the plumbing installed incorrectly and poorly is not covered under GL and thus her responsibility to fix. The plumbing has since been confirmed by two contractors independent, and the adjuster as incorrectly installed. Given the lack of license, this isn’t surprising. These errors include: Drain being screwed into the shower floor, which was sticking up and would cause injury. The screw was not water tight and thus caused leaking. The vanity in the guest bathroom leaked during the project, was corrected, however, the vanity in the master bedroom is connected to this and leaking into the ceiling. This was the 2nd leak, the first Magnolia painted over and we have documentation of this. The contractor left a toilet leaking, which caused stains in the ceiling below. She again lied to her insurance stating she did all the work for this, which was not accurate. We’ve also confirmed that fixtures in the shower were installed incorrectly with poor valves. Photo 1 shows the drain, a screw in the bottom (not even flush with the drain) and at the top. We were told by 2 contractors “I’ve never seen a screw in a shower drain this is crazy”. 

  3. Vanity damage - It’s confirmed a GL Claim was filed, however, the adjuster has yet to receive a receipt and detailed invoice from the owner outlining how much she spent vs what we were charged. We feel strongly this vanity was “overstock” or some extra thing she had from a project which we had installed damaged. She continues to avoid this along with her poor work. Photo 4 shows her contractor leaving tools all over this, AND the GFCI outlet is still shown here as well. 

  4. Ceiling / plumbing damage - The truth is we are not able to use the master bath shower, due to poor / lacking seal (confirmed by two other contractors), and preventing further damage to the ceiling below. She again lies stating it wasn’t ran, as she herself had the water running for a significant period while “cleaning” with her business partner she brought in at the end. This work resulted in a damaged fixture which she left, as she indicated the job was done. It wasn’t until I text to ask her about this she claimed to have another piece for it. 

  5. Paid in full vs contract expectations including length of time - This was an excessive breach of contract by the company. This includes the time frame, the quality of work, and the license and insurance. We have since learned that no permits were taken out by the company, which is likely due to the lack of proper insurance and licensing which we’ve since learned. 

  6. Dept. of Insurance and Dept. of Labor concerns - we’ve since learned that the company was exempt from workers compensation. However, despite her telling her insurance company no other people worked on our project, we have documented evidence of her “lead contractor, ******”. He is seen in photos, referenced in texts, and was in our home daily. Additionally, he drove her company vehicle, wore a company shirt at times, and was under her full direction and pay. We also had another company enter the home under her direction, we knew the first name was Santiago only as referenced in texts. They came in to fix the tiles that ****** did which were so bad, and remain as such. 

  7. Misleading consumers - The company continues to advertise fine quality work. They at one point were hiring and wiling to train all trades including electrical and plumbing. Her website ***************************************** continues to advertise plumbing, lighting, and other items she’s not licensed or insured to complete. Her GL limits are only $10k, and limited to drywall, painting, vanity etc and tile work. None of the damage she caused by poor electrical work, plumbing, and lack of sealing will be covered by her lack of insurance. The last photo shows how she left our tile, calling this “completed” and charging 18k for this work. It’s cracked, unsealed, and sharp edges. It’s ridiculous she stands by this work. I refuse to let another person fall for her misleading experience. 

  We went into this wanting to support a small business, specifically women owned. We feel we got caught up in that, were naive as to what true quality to price should be, and are embarrassed we allowed ourselves to move onto the second bathroom when we were unhappy with the first. On the last night in our home, she sat and said “I don’t know what to do” and “I’ve lost so much money” as if I need to feel bad for this. I am receiving estimates of another $18-25k for my bathroom to be remodeled. In speaking with the independent adjuster for NEXT, two quality long term Omaha contractors, and several other experienced colleagues have reviewed her work stating: “Shotty”, “A five year old could do better”, and my favorite “Holy cow this is so bad”. 

  Her defending her work is shameful, and the limit of 5 files hardly peaks the surface here, however, does show blatant lies on the outlet comments, as we most certainly had them in our home before she worked. She took our home OUT of code, without permits, no insurance, and lack of proper licensing to do this work. 

  
  
  
  Sincerely,
  
  
  
  Kari Garthright

  

  Business Response

  Date: 06/09/2025

  thanks for letting me know. What would be the best images to submit to you? Before and after photos or I have text messages from the client who knows the floor was replaced, the tile was tiled over, then all ripped out and replaced. I have proof that I sent the check back with a confirmed tracking number which was scanned delivered on 05/30/2025 and the image of the letter that contained the check, that was made out to ***** ****** ****. Client asked to take that process over and was given the name, invoice and contact of the ***** **** *******. I can screenshot the text messages highlighting that transfer and emails. I gave the ***** **** ******* the clients information to contact for the install. I have the documentation that the $1000 paid to Magnolia Remodeling for the shower door was retracted and the client was never charged. I have proof I filed a claim with my insurance company for water damages and any Errors and Omissions. I purchased a new faucet to replace the shower one because when I removed the tile from the wall it was damaged in the process. I have proof it was a 1/2" gap with the vanity and not 2". The clients were in love with the first bathroom, then the second bathroom is where the challenges began, at that point then they hated the first bathroom. 

  I don't want to bombard you with proof that the client's claims are not truthful if that isn't what you are looking for. I am committed to transparency and resolution and understand that this project presented challenges. I have acted in good faith to complete the work, fired the contractor, did the work myself and addressed concerns to ensure the client was informed every step of the way. 

  Customer Answer

  Date: 06/09/2025

  Here is the caulking that SHE did herself, which she claims to have “fixed”. Gaps, and left unpainted. 

  If you think this work looks good, let me post a review for you then with these as your work. Stand by it, and see how much business you get.