Complaints

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• Initial Complaint

  Date:04/19/2023

  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.

  On May 23, 2022 ******* from Tub n Counter came out to do reglazing on my tub and tile surround. The price and photos about the job were done by text per his request. He came out on the above date and did the job in 2 days. The work appeared fine, but after several months the grout started cracking and the glazing started to chip off. My ******** contacted him by text and phone messages several times to ask him to honor the warranty and fix the work. He refused and blamed the damage on our tile work previously done, the tile being dirty, etc. All of which are not true and the warranty clearly states full warranty for 5 years. We had a disagreement about his treatment of my home while he was here and we had words. I apologized afterward, but he wouldnt accept my apology and said he would not come back to repair the work because he felt uncomfortable, which is ridiculous and does not make him not liable to honor the warranty. I even called a similar company to get it repaired and they wanted $1400 to repair the damage to my bath tile caused by Tub n Counter.

  Business Response

  Date: 04/21/2023

  The ******** have admitted to being sick and going through a difficult time and that is the number one reason we are here. I've helped them on multiple occasions throughout the years and at this point I'm unable to help them any longer. Our history of working together goes back many years and everytime I work for them, some 10+ years, I explain what issues they are having, how to avoid them and how they can keep me from returning over and over again to fix things that can be prevented. 

  This past visit was incredibly uncomfortable; the job was supposed to take 2 days but took up most of an entire week for multiple reasons:

  1. I had to make accommodations for them to use the shower while I was doing the work. An extra hour per day

  2. They accused me of clogging their drain, staining their vanity and pulling paint off their walls/ceiling before I was finished the work and without allowing me to resolve the problem 

  3. Multiple items, albeit minor, had to be addressed before the job could be completed properly. All resolved for free and of course without gratitude 

  4. Cleaning instructions along with 1 gallon of cleaner, again for free, were provided to help avoid the situation we are in now. The condition of the tile was so poor when I started the job that it added a full day of extra cleaning than is typically required. My 30 years of fixing dirty bathrooms was disregarded because they quote clean the bathroom everyday and they couldn't get it clean. Well, I got it clean. 

  I was also threatened with an illegal stop payment. I also offered to return within hours of completion to fix concerns. I was told I was not wanted inside their house.

   

  I'm not sure how I can fix problems I supposedly created inside somebody's home when they don't want me in their home?

  Pictures provided by the ******'s confirm what I've been telling them for years. The tile is failing and there is only so much that I can do before it just needs to be redone. A warranty claim here isn't valid because of the condition of the substrate. No amount of repair can fix the underlying issue of the failing tile. 

  My resolution is for the ******** to provide my contact information for the new owner of their home as per their statements they hired me to help get their home ready for sale

   

  Customer Answer

  Date: 04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  This is not a resolution. It is filled with lies and excuses that I have found this constant with this person. He accepted a job and never stated my tiles were faulty before the work started. If they were, why did he accept the work if he knew they couldnt be refinished? He lies about my health, which is fine btw and irrelevant to this matter. He was only in my house for 2 days not a week and did do things I did not like when he was here, but again none of this matters to a warranty and faulty work. I called him and asked him to come repair the work and he refused as the attached texts show. I tried to have the work repaired by him, but he keeps making excuses and rude remarks that are ridiculous. I now feel after these repeated accusations and lies over a job warranty that he is mentally unstable and definitely a pathological liar. I want a refund for the money I paid him for the job he was supposed to do. I have to get the job completely redone and have all the damage repaired that he did. If he couldnt do the work he should not have done it. I am done arguing with an unstable person. I want a refund or I am moving forward with an attorney I have already spoken with . I have all the documents, inconsistent texts and sadly the damage to my bathroom to pursue this legally. 
  
  Regards,
  
  ***************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/08/2023

  Please, by all means, move forward with the threatened legal action. I wish you luck.