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:12/08/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  During summer 2023, I hired Kasey Harkin of Lasey Harkin Tile to install Tile in my bath. The cost of the project was over $7000 and though I was hiring someone local and reputable. All began well, but then after the project began to run long, not due to me, I feel the company began to cut corners and provide substandard installation. Tile was not equal on sides, had to add Tile to fill in gaps, one Tile was placed knowing ot was chipped, etc. After holding the final payment to make sure, those issues were completed, final payment was made. Upon closer inspection, the decorative strip of Tile in shower was not installed as specified throughout the shower and there are visual noticeable gaps of thin set missing. After numerous attempts to get in touch (phone, email and text) with no positive result, I have files with the ******************** and now the BBB in hopes of reconciliation. I would like the issues either fixed (if possible) or a refund of money already paid.

  Business Response

  Date: 12/18/2023

  Hello ******, 

   I have received your complaint through the BBB, and after thinking and reflecting, I wanted to address your complaint directly to you before I respond to your complaint publicly through the platform.

  As you know, word of mouth is an important aspect in any local small business, and I took your complaint very seriously and very personally. I have spent the better half of my life building my company from nothing. Over the past 15 years, I have been building relationships and my company brand through hard work and commitment to my customers. This is what has brought me to the place I am today in business, strictly through word of mouth. I have worked so hard to make sure every client was 100% satisfied when I finished their project and left their home as I did with you when we shook hands and I received final payment after our second walk through. This is why this affects me on a personal level.

  
  

  
  

  Now, starting in the very beginning, We had many differences on how tile should be laid. I can assure you that I tried my very best to accommodate every little request you had despite my own professional opinion of tile design and layout, which is recommended throughout the duration of the project. This ultimately took much more time per day than an average bathroom install. For example, a usual layout and installation after a basic approval of layout by the customer is part of any installation and is encouraged. But when a customer overlooks every piece of the project per day before I can install it to make sure they like the tile and placement, etc. As you can see, in every aspect, it takes a lot more time. I want you to know we in no way cut any corners or gave you substandard work. I ultimately did everything you asked every step of the way, even if I didn't agree with your tile placement choices, etc. 

                

        For example: If I kept to the exact stagger size that was on the back and right wall. The top pc of glass on the fixture wall where it meets the back wall will be a 5/8" piece of tile instead of the left side. Unless I cut the glass on the bottom row of tile on the fixture wall down. In this case, you don't have a full tile wrapping the corner. It would be about 11 inches wrapping instead of the whole glass tile continuing around the corner. I had mentioned this onsite, and that is why I didn't understand why it was being brought up weeks after the second walkthrough. There must have been a misunderstanding. This is something I can explain again better onsite if needed. But it's about a 5/8" off set, not 1". I will willingly change these to the other option. I just wish I had known then. But, I will accommodate the change again since it wasn't a clear understanding.

  
  

  
  

  But if that is your honest opinion of me that I cut corners and gave you substandard installation, then that's your opinion, and I'll accept that. I will be honest with you, it is difficult and a very different circumstance having a customer micromanage where every tile placement will be and not being able to do what I know looks best and is proper. I kept making you happy, altered the plan to accommodate your requests and kept moving forward. I have not had this with any other customers in the 15 years I have owned my company. This will, however, be a ****** for moving forward. There were many things you said in your complaint that were not true that I'd like to address. Yes, the project took weeks longer than scheduled, which ultimately pushed my other scheduled projects out of scheduled time frames. There were many days including the first day on the project you wouldn't let me install tile until you were able to overlook every tile placement and detail as I mentioned. I just rolled with the holdups and did my best to accommodate the everyday changes like: being one stripe of ceramic tile to two stripes of glass, etc. I kept my patience throughout and you told me I was not the first installer you work on the bathroom, I didn't want to leave the project after starting like the other businesses did. I saw this project through until the end despite the headaches and difficulties. There were days toward the end of the project you went on a last-minute short vacations, and there were also some days I had previous obligations scheduled that I had to keep on my schedule. I was honest with you, I always responded to you promptly when you had questions, emails , phone calls, and texts throughout the entirety of the project. 

  
  

  Another complaint was that we installed a chipped ********** statement is not true, and we have had this discussion previously. The chip in the glass you are referring to happened when we removed and replaced a tile you did not like on the final day/completion day. At this time, everything was grouted, and we had removed all the tools off-site. We did a walk through of the installation, and I received the final payment check from you. The next day, you texted me and canceled the check that had already been deposited into my account, which caused a major issue with my business account. On this day, I told you I would come back and remove the chipped glass tile and replace it with no problem.Which i did. We reviewed and replaced the tile. We did another walk through. We shook hands, and you gave me a new final check(one week later) that the bank would not accept. You then agreed to pay me cash and ended up paying me the balance in cash. Then, weeks later, you had reached out again regarding the discussion at the beginning of this email regarding the offset row of glass.

  
  

   I am a small business, and I take pride in feeling I am 100% a local, reliable, and reputable business. I do not cut corners, and I have built my company on the highest standards the trade has to offer. Word of mouth has been what led to where my company is. On a personal level, it hurts that you are now sending complaints with the state and now the BBB as this is the only complaint I have had in my entire career. I have spent many years making sure every customer is satisfied. I work extremely hard to earn and keep my consistent 5?? reviews across all of my social platforms. I tried to make you happy and I am still trying to do my part even after a canceled check, two walkthroughs. A final payment and handshake. I would like to come and change out the row of glass for you and fill the air pockets on the underside of the glass and hopefully change your mind on the perception you have of me and my company and hopefully ultimately change your mind on this complaint. I'm hoping you understand what a complaint and bad reviews can do as far as damaging a small company like mine.

  
  

  What is your schedule like currently? When would you like me to come and do the adjustments.?

  
  

  If I don't hear from you before Christmas. I hope you and your family have a wonderful Christmas.

  
  

  Best 

  Kasey

  ****UPDATE: CUSTOMER HAS YET TO RESPOND TO ABOVE EMAIL RESPONSE AND ANY CORRESPONDENCE IN REGARDS TO FIXING THE SITUATION!

   

  Kasey Harkin

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not completely satisfy or resolve my issues and/or concerns at the very moment in reference to complaint # ********. 

  The business is not correct, I have responded to her emails.

  It is my understanding the business is going to attempt to correct the issues in the complaint, but has not done so yet.  The business is awaiting materials as well as time in the businesses schedule and will contact me to set a date.  It is my understanding materials and scheduling should be completed by the middle of January. 

  I am not rejecting or accepting the business resolution at this time, but trying to add a placeholder until proposed solution is completed.

  Thank you,

  **********************************;

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 01/02/2024

  I responded the bbb complaint on Dec 18 2023. I wrote *************** ***** on Dec 15th at 9:47 am. ************** did not respond to my email that I sent on Dec 15th until Christmas eve Dec 24th. This was after I had responded to the bbb. Which stated she had not responded to my email which she hadn't at that time I had submitted my response to the bbb. This was not a lie. You can see in the above attachments she had responded 6 days after I responded to the complaint. 

  I recieved the notice tonight that this complaint is still active. I had reached out to ****** at 6:35 pm Jan 2 .before  I recieved the email from bbb which was at 9:35 pm. At this time 10:28 pm. I am waiting to hear back from ****** on if I am able to go to her house this Thursday Jan 4th to do what I need to do on site. I just want this resolved. I'm hoping to hear from ******************* so I can have this matter overwith. I am trying my absolute best to do so. 

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As soon as the complaint is resolved I will happily close the case.  I would like resolution prior to closing the case.  While I am happy the materials came sooner than expected,  the business will need a bit more lead time for my schedule to accommodate.  Thursday the 4th was suggested,  but I cannot until the morning of the 5th.  The business has prior commitments the following week, which is OK,  maybe the next week.  Again, once the issues/complaints are resolved, I would like the case closed. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******