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:03/16/2025

  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 hired a contractor due to an insurance claim, and Barrington was their flooring and tile provider. Given my experience, I am unsure if they still use them. Despite multiple issues, Barrington has refused to take responsibility or provide proper resolutions.
  
  Issues with Flooring Installation (August 28, 2023):
  The crew shattered my glass storm door and left my garage filled with glass and sawdust.
  Dust from their work covered my entire first floor.
  The flooring was cut too short in several places, and they covered up a vent in my bathroom.
  They nicked my cabinets in two places and never informed me.
  None of these issues would have been addressed had I not contacted them.
  Issues with Backsplash Installation (October 2023 & January 10, 2025):
  The first installation was a disaster—uneven grout lines, jagged tiles, and poor craftsmanship.
  The installer was later fired for incompetence, yet we were stuck with his poor work.
  Barrington replaced the backsplash, but the same issues persisted.
  Their "Tile Guy" said, “It can’t be perfect, you have to allow for human error.” I expect quality work when I’m paying for it.
  Unprofessional Conduct by Management:
  I scheduled a visit with **** *******, who never showed up.
  He later rescheduled, then canceled at the last minute, dismissing my concerns.
  Barrington offered $300 if we fixed the issues ourselves, which is unacceptable.
  ***** ******** (Previous owner) never responded despite multiple voicemails after telling me he would forward to ***** *********** (new owner).
  Desired Resolution:
  A full refund for the backsplash installation, tile, and labor costs.
  A formal acknowledgment of their poor service.
  Barrington’s lack of accountability is unacceptable. I appreciate the BBB’s assistance. I have so many more details and pictures to share. Is there another way I can share those? Thank you!

  

  Business Response

  Date: 04/10/2025

  [[BBB transcription via email]]

   

  This ******* ****** is not the purchaser of this backsplash. It was purchased by a contractor and re-sold to her. When the original backsplash was completed, there were some questions about the symmetry of the tiles and cuts. Due to the immense pressure, we conceded and replaced her splash.
  
   
  
  That replacement was done with a different tile Color and different grout color per her preference. She was very insistent that it wasn't the color that she disliked the first time however, she insisted that we change the color.
  
   
  
  After the replacement tile was completed, we started receiving consistent contact from her about some small things That we were willing correct. Some grout needed touched where when I dried it left some voids. Also, when removing the old splash some paint needed touched up, all of which we were willing to do. Her demand has been that we should give her money back that we paid the contractor.
  
   
  
  Bottom line, she doesn’t like her choice the second time.