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:10/22/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the 

  We reject their view of the problem. We feel they are unprofessional and should spend more time doing their job and less time blaming the customer for their shoddy work. We hope that our complaint will be posted on the BBB site so other potential customers can see it. 

  
  
  
  Regards,
  
  
  
  ****** ****
  
  
  
  
  
  
  
  
  
   

  be aware of their work.
  Thank you

  

  Business Response

  Date: 11/07/2024

  We received
  a call from the customer requesting to return to the job where we had sprayed a
  blue tub white, and the bathroom walls were tiled the same blue as the
  tub.  When we arrived, the customer said
  the blue is showing through and needs another coat. Our Tech informed him that
  he thought that what he was seeing was reflections from the blue wall tile on
  to the tub which we have seen this many times before. But the customer was certain
  that the tub needed to be sprayed again, which we did. At a later date, we
  received a call from the customer informing us that he believed the blue was
  still visible and bleeding through the paint and it was not smooth to the
  touch.  He also stated that did not want
  the same Tech back.  We returned the call
  and informed the customer that we have 2 Techs that service the west side and 1
  was on vacation and if he wanted a new Tech, he would have to wait for him to
  get back from vacation. The customer stated did not want to wait so we sent
  back the same Tech. Upon arrival the Tech explained that this blue was not
  coming through the paint and was a reflection from the wall tile and the rough
  finish was from settling dust and would wash off within a period of time. This
  was all mentioned in the paperwork they received, and the dust issue is very
  common in tub refinishing and will wash off over time.  The customer said there were other defects in
  the finish they did not like. When the Tech asked what defects, that the tub
  looks good and couldn’t see anything wrong. With this, the customer said wait a
  minute I’ll be right back, and he returned with a furniture type lamp and a
  flashlight. Customer said you can see defects when you shine these lights inside
  the tub.  At this point, the Tech called
  the office and informed the office what the customer was doing with the lights as
  general inspections are done without the aid of additional lighting of this
  sort and are done with normal lights and this is quite unusual for a customer
  to do, and wanted the tub sprayed again, which it was sprayed again. We didn’t
  hear from the customer again until we heard from the BBB of this complaint.
  The only
  reason the tub had multiple layers of paint is because that was the request of
  the customer. Technicians’ opinion is that the 1st and 2nd time being sprayed easily met and/or exceeds industries standards. We never saw
  the tub after it being sprayed the 3rd time, so we have no opinion
  on the present finish.
  They also
  mentioned we didn’t remove the caulk, there was not any caulk on the tub, it
  was grout. We do not remove grout.
  Tub Wizard in
  30 years of business has always strived to meet and/or exceed industry
  standards, unfortunately in this case customer’s standards did not align with
  industry standards.