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Business Profile

Tile and Grout Cleaning

New Again Surface Restoration

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tile and Grout Cleaning.

Complaints

This profile includes complaints for New Again Surface Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see

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New Again Surface Restoration has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/26/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      see attached

      Company did not vacuum before therefore hair sealed in throughout home. Also left large crack & holes in tiles throught our home. ***** came back to see my concerns of above. Said he would redo and fix the problems after several calls to them as well as texts. He kept putting us off and then rescheduling. Never to show up and never to answer or return our calls/txts.

      Business Response

      Date: 04/22/2024

      Thank you for notifying me about the complaint registered by the person in *******. Last year in February 2023 we cleaned and sealed ******* ******** tile. After the cleaning process we sealed the floor and were paid the balance for the work and everything was inspected and approved. It was several weeks later that she contacted us and complained about some of the grout lines being uneven. When I contacted her again and inspected the floor again we noticed that the areas in question were most likely caused by pet urine. I was unsure how the hair came to be fastened to the floor unless another coating was applied after we completed our process. It was not present at the time we completed the job.

      Customer Answer

      Date: 04/23/2024

      Complaint: ********



      I am rejecting this response because:




      The response is all lies. I have documentation and proof of the truth. I called within a few days. I have proof of txt messages back and forth for months. I’d be happy to obtain recorded phone calls as well. Does this business really want me to delve deeper in obtaining the proof, to their detriment. Should I just take them to small claims court since I’m getting the proof anyway. I have no problem doing so. I don’t want anyone else to be in the same situation, ever!! I am more than happy to submit the documentation and pictures. Unbelievable, and sad!!!!

      Regards,



      ***** ******
       

      [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

      Business Response

      Date: 05/02/2024

      I read the response to our explanation of complaint number ********. I also have documentation of all that our company did and the extra work that we performed for this customer.  However in the interest of making sure our customers are satisfied with the work that we do I am willing to return the amount  of the invoice back within 90 days of this response.  I trust that this will be satisfactory to resolve any disagreement or misunderstanding that might have occurred.

      Customer Answer

      Date: 05/04/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau®:


      My husband and I have reviewed the response made by the business in reference to complaint ID ********.  We find that the resolution offered by the Owner, ***** ******, to refund the total invoice amount of $3,128.52 is what we were seeking as restitution for the unsatisfactory work done by  ***** ****** and his worker. 



      Regards,



      ***** ******

      Customer Answer

      Date: 08/02/2024

      Good afternoon,
      I just spoke to a BBB representative inquiring about the refund that was agreed to be sent to us. As of today, July 17, 2024 we have not yet received the refund. We would like this complaint #******** to be reviewed again and to let us know when we can expect the refund. Thank you for your time and assistance in this matter!
      ***** ******
      ###-###-####

    • Initial Complaint

      Date:01/18/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 put down a deposit for a sizable home job, and we ended up not needing their services due to us deciding to sell our home. I verified with the owner on Dec 6, 2022 that a refund was possible and he assured me it was coming. It’s been almost 45 days of attempting to get a refund, and keep hearing “it’s coming this week”, but no luck. We just want our refund back asap.

      Customer Answer

      Date: 02/06/2023

      Hello,
      I wanted to update you that I finally heard back from the company today, and they refunded my deposit. 

      Thank you for your help,
      *** ********* 

    New Again Surface Restoration is NOT a BBB Accredited Business.

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