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:05/20/2024

  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.

  The company was hired to provide tile installation services in my master bathroom. I agreed to pay $11,500 for the labor, which was to include tiling, grouting, and sealing. The $14,000 budget was if the company was supplying all the installation materials. To save money and only have to pay for the $11,500 labor, I asked and received from the company and extensive materials list. I have receipts for all the materials I purchased that the company said they would need. Toward the end of the project, the company refused to seal the tile floor, and is now attempting to charge me over $1,500 extra for materials that I personally supplied to the company for which I have the receipts. They are also now trying to charge me $250 extra for labor services, and money for the depreciation of their daily trade tools (such as a tile saw). They are even charging me $86 for cardboard, but they actually used empty cardboard boxes I had in my garage to cover the tile floor while they were working on the walls. Further, they have now admitted to stealing some of those materials I purchased that they now seek to charge me for, yet are continuing to try to charge me not only for the materials, but also 25% commission on those same items.
  
  I never agreed to any of these extra expenses. Had I not asked for a complete list of the materials that would be needed and then ensured I had exactly (if not more than) what they said they needed, I wouldn't mind paying them to supply those materials. But I went out of my way to ensure I had everything, and this practice is very deceptive.
  
  The work was also not done properly, as the installer did not follow the shower layout around the curb, thereby resulting in an issue with the shower door size and design. I have not been provided with any of the manufacturer's warranty information, nor have I been provided documentation pertaining to the heated floor cables (they have unique identifier codes).

  Business Response

  Date: 05/21/2024

  We were contacted by ***** ****** via phone asking if we’d
  be interested in doing work in her Master Bath as well as a Hall Bath. Eric met
  with her in December 2023 to give an estimate for tile work. He then prepared a
  ‘Proposal-Estimate’ for her to review. After her review, she returned the
  signed ‘Proposal-Estimate’ on 1-8-2024 indicating that the prices,
  specifications, and conditions are satisfactory and accepted and we were
  authorized to do the work as specified.

  The Proposal-Estimate listed a total price of $14,000 which
  included $11,550 (labor) and $2,450 (installation materials). As mentioned
  above, she approved these prices per her signature. We did give her a list of
  materials as she wished to purchase some on her own. Those materials are listed
  as “figured” on the materials list. The list she was given was never an extensive
  nor complete list! We have been very upfront and honest with her from the start
  as we knew she’d had previous issues with other contractors. The $1,500 she
  claims that we are now charging her is actually part of the budgeted number of
  $2,450. We had originally invoiced her for the full amount of $14,000, an
  oversight on our part to deduct those items she purchased. An amended Invoice
  was then sent showing a credit of $965 for those items and the new total due
  now is $13,035.

  We did not refuse to seal the tile floor. The tile is a
  glazed ceramic that does not require nor accept sealing. Sealing is not
  required per ********* ********** Grout (she purchased and should have the same
  information we are enclosing). The permeable surfaces (wall tile and stone)
  that required sealing were sealed before and after grouting. We have not
  admitted to ‘stealing’ any products that she purchased. Our employee
  accidentally brought back some of her ***** Corners and we instructed her that
  we would either drop off or mail them to her home.
  

  The work that ***** mentions not being done properly in
  regards to her shower layout is false as it does not pertain to us. We did not
  do any framing work for the shower/doors. We were instructed to place the stone
  curbs where the lines were drawn out and we did as told. Despite this, the glass
  installer did admit it was more difficult but absolutely a project they could
  complete.
  

  The Manufacturer’s Warranty information for her Heat Mats
  was emailed to her today, 5-21-2024, which includes all documentation on the
  heat cables used in this project. The flood test (leak test as she calls it)
  was done on 4-22-2024 and passed noting that the shower floor is watertight.
  

  All of this information can be confirmed by reading the
  attached documentation we are providing. We pride ourselves on being quality
  installers who do honest work. Our motto is “Every job is a self-portrait of
  the person who did it. Autograph your work with excellence and quality.  ~***** ********”
  

  Documentation provided: Original Invoice **** & Amended
  Invoice ****; ********* ********** Grout Sheet; Email Chain from *****/STM,
  Jan-Feb 2024; Email Chain from *****/STM, May-2024; Materials List (our copy with notes).

  Customer Answer

  Date: 06/16/2024

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******

   

  Contrary to the company’s assertion, I was never told there would be any additional materials beyond the extensive materials list the company provided at our request. 

  Every single item (and even extra materials beyond what was included on that list) was purchased by us before the project started. By the company’s own admission, they actually took (without permission) some of the extra materials that we purchased/provided from our home, and are now continuing to try to charge me for those same materials (e.g. the ***** corners) as if I had never provided them in the first place. They also are trying to charge me $86 for “cardboard” when in reality, the company broke down and used a couple spare cardboard boxes I had in my garage to cover half the floor (see attached photo showing “******” box on floor). 
  
  Ironically, it was this “cardboard” that the company used to cover up damage done to one area of the new tile floor which is going to have to be fixed by someone else now (see attached photos). Since the company just left the “cardboard” over the floor and never removed it upon “completing” the project, this damage was not discovered until after they left. 
  
  Moreover, some of the “installation materials” are not, in fact, materials. For example, they are trying to charge me for partial use of a saw and leak test device, both of which are tools and are part of their business overhead expenses. 
  
  With respect to sealing the floor, regardless of whether it is required by some third-party or not, the simple fact remains that the contract explicitly stated that sealing was to be included. Despite this clear and unambiguous language, the company refused to seal it. 
  
  Finally, I would like to point out that this company has failed to keep its **** Secretary of State business records updated over the years. The listed registered agent, for example, is dead. 
  
  
  
  

  Business Response

  Date: 06/10/2025

  RE: Unable to submit letter and other docs -- HELP please! From *************************** Date Mon 2025-06-09 4:39 PM To ******* *********** 
  
  Hi, *******.
  
  
  
  I finally have all of the letters, emails and photos together for the response. Hopefully, you’ll be able to see everything from your end.
  
  
  
  The work performed for *** ****** was done according to work described in our Invoice #****—working in her Master Bath doing work on the following: outer floor (mosaic black & white, laid over OSB & Ditra Heat); shower floor (checkerboard black & white, over Ditra Floor Heat); shower walls (3 x 6 subway tiles in vertical herringbone pattern, with ******** Shower System); deco stone installed on shower wall; installed stone sills for curb and kneewall provided by Owner’s fabricator. 12x 20 shampoo niche included in install. Outer floor was covered with cardboard (cut out over register to prevent any damage) after grout was dried. (Next step was for glass wall and door to be installed by others).
  
  
  
  Please let me know if I’ve missed anything. I’m pretty sure I have it all listed in the attachments (13 of them).
  
  
  
  Thanks again for all of your help!
  
  
  
  Lisa Schoenberger
  
  Administration
  
  Schoenberger Tile & Marble, Inc.
  
  ###-###-#### office
  
  ###-###-#### cell (for your use only if needed)