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:06/05/2023

  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 I am rejecting the company's response. Please view the original and any additional photos included with the complaint. The pictures are very relevant to the complaint. There is misinformation and unanswered questions about my complaint in the reply. 
  Such as:
  Is that my bathtub in the picture you submitted?
  Did you connect the drainage pipe to the existing stack vent?
  Did you use the supplied flashing tape corner reinforcements for water damage prevention?
  Did you use nails to attach the trim of the surround?
  Did you glue or cement the Kohler bathtub to the floor?
  Why is there dried glue covering the back panel?
  Did you work more than 7 hours 45 minutes on the bathtub and surround?
  Did you tell me that you would refund my $2000.00 required deposit?
  Will you join me in mediation?
  
  
  I am asking the BBB to mediate this complaint so we can come to a mutual settlement.
  Thank you,

   

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

  d. The cost of the surround was approximately $800.00
  We currently know that the new tub is not level or square. The condition of the tub cannot be determined until the removal of the surround.
  This complaint based on information from an independent contractor.

  Business Response

  Date: 07/12/2023

  include photos with my response to the complaint so here is my response along with the photos:
  
  I completed half the project with no problems other than the customer asking questions, which I am happy to answer, and questioning the construction process. I have attached two photos showing the tub was level during installation, and that the gaps are less than 1/8" at the largest, which was to be sealed with the manufacturers included silicone sealant. The drywall behind the shower was completed to industry standard for this type of installation, and the side shower panels were attached by the manufacturer's included adhesive, not nails. I used the materials provided by the customer from the manufacturer for the installation and followed the printed installation instructions for this specific shower. The customer did not want to move forward with the project after five days had surpassed which is why the project was half completed. When the customer brought their problem to my attention I attempted to show and explain the construction process to them but they were not receptive.

  Jacob W**** 
  

  Business Response

  Date: 08/07/2023

  The picture I have is your bathtub. As I explained to you in person, connecting the vent to the drainage pipe was to be the next step. There was no flashing tape included with the materials in the garage. What was included was glue for the panels and silicone caulk for the seams. Nails in the trim were necessary to hold trim in place as it was sliding out of place with just glue, I called the company to ask if it was permissible and they said yes as long as the nail holes were filled with silicone when finished. There was some adhesive that got on the wrong side of one panel, and as I explained at the time, it is easier to remove when dried not wet which is why it wasn't removed immediately. I'm not sure what 7 hours and 45 minutes came from, what are you asking about? I did not say anything about a refund. Because of the abrupt cancellation of your project I was out of work for a few days until I was able to start work for another customer.
  Please note the measurement in the picture is taken on a diagonal, which will make the measurement longer. Also in that picture, until the surround pieces are caulked they will have a small amount of play in them, allowing for discrepancies in measurements.
  
  Thank you,
  Jake W****
  Pro Remodel and Renovation LLC

  Customer Answer

  Date: 08/10/2023

  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 matter.]
  
  
  
  Regards,
  
  
  
  ****** *****

  Jake,
  You and I know both know the truth about the questions I asked and the truth about your answers.
  Let us settle this dispute so that we can move on.
  Will you refund my $2800.00? $2000.00 deposit and $800.00 for a replacement surround? A new tub surround has been ordered.
  Thank you for considering my request.
   ******