Complaints

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• Initial Complaint

  Date:11/07/2022

  Type:Customer Service 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.

  We hired Mr Poole to remodel our bathroom after a great review from a neighbor.Construction began in August 2022.He was paid a total of $17,057 to put down new tile in the bathroom and closet, install a new freestanding bathtub and faucet, re-tile the existing shower and add new fixtures, new sink, lighting, and mirrors. We purchased all items (tile, sink, tub, etc) separately and these were not included in the total amount previously noted. He was supposed to use a dumpster but didn't, and the cost of this was not taken off our quote.At the end of the job, the floor grout was very discolored, to which Mr Poole assured us the grout simply needed to cure 30 days and the color would even out. This did not happen. After the job was completed, we took showers in our new bathroom only to discover that one corner of the floor was sloped and held a puddle for over 12 hours. We asked Mr Poole to return and fix this. He did return and tiled OVER the existing tile, refusing to tear out the failing shower pan. The second layer was pre-cut off-site, so it does not fit properly. He didn't even use spacers the second time around. It still holds water, now in a different corner. The drain is collapsing into the layers of tile. Bottom lip of shower curb was left open to water, and I had to caulk it myself to prevent mold. Change of planes were not caulked and have cracked throughout. Bathtub moves when slightly bumped. We have tried to reach him, but he has not answered a single phone call or text. He is completely unwilling to discuss his work, even after receiving photos of failures. We now need to have the shower redone by another company to prevent major water damage from occurring and the only acceptable resolution is reimbursement from Mr Poole. When we signed the contract, he assured us he is licensed, bonded, and insured, but we have come to find out that he is only partially licensed for the work he performed. NOT bonded/insured.

  Business Response

  Date: 11/15/2022

  Contact Name and Title: James Poole
  
  Contact Phone: ************
  
  Contact Email: **@jwpremodeling.com
  
  I will respond in the order of accusations.
  
  
  
  1. Custer states that dumpster was to be provided. As per proposal yes dumpster was to be provided as well as all debris from bathroom renovation was to be thrown into dumpster from second floor deck where screen was to be cut as per proposal as well. At the request of the customer not to have a dumpster in the driveway due to a birthday party that was scheduled 4 days after the project was to be started, I agreed that I would cart the debris to facility. This was actually more time consuming and costly for myself not to mention it was more labor intensive as I had to carry all debris from project down a full flight of stairs that actually incurred more labor on my behalf. Nothing about a credit was every mention nor should it have been, if anything a charge should have been incurred. As for the grout, the grout was install as per manufactures directions, if there is any issue with discoloration I believe that this should be handled with the grout manufacture or usually in my past 40 years of experience a good grout seller can often rectify this issue. As for the shower floor as mention there was a very slight puddling issue in the corner of the shower pan, I believed this happened due to some settling and shrinkage. I respond right away and re pitched floor using a tile to tile bonding agent for adhesion. The tile was install and the drain raised, the tile was set on a Friday morning and was left to dry and for the Custer to see for at least 3 days at with point I came back and grouted the floor the customers husband reviewed the job and was satisfied. After leaving the job the wife called and asked if I could come back at which point I refused. ( I felt this was quite un professional and rude). I f there was any concern they should have both mentioned this the minute I left or at lest before I complete the grout. ( Also of not the tile is on sheets and spacing is sometimes to to the manufacturing of the tile on the sheets.
  
  As for the bathtub, the tub was provided by the customer and was a free standing tub with feet. The customer was given the option for me to silicone the feet to the floor for a little more stability and refused.

  Business Response

  Date: 11/16/2022

  At this point I feel that Mrs. ******** continue to not be truthful as to many of the items mentioned in her response. In my experience with these matters the only thing that matters is the truth. The truth is that the grout missing under the sill and the grout joints in the tile are the only things that are my responsibility. The bathtub is nothing more that he said she said thing and the debris and garbage issue just goes to the character of Mrs ********. I would recommend that she gets an estimate for the caulking of the tile underneath the sill, after review and approval by myself I will gladly pay for the caulking of the sill. She has no documented proof of the other allegations at this time.

  Customer Answer

  Date: 11/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  His petty offer to pay for caulking is not an acceptable resolution.
  
  
  
  Issues he has still not addressed:
  
  1. Shower floor still holds water.
  
  2. Shower drain is falling into the layers of tile.
  
  3. Uneven tiles and no spacing between in multiple places.
  
  4. Large spaces of grout on edges of shower floor, up to 1/2".
  
  5. Cracked change of planes on shower corner and in niche.
  
  6. His lack of insurance after assuring us that he was, in fact, insured and bonded.
  
  7. How to contact him with the quote he has so graciously offered to pay for, since all of our phone calls and texts have been unanswered since the minute he left our home.
  
  
  
  In addition, Mr Poole's response states "...and the grout joints in the tile are the only things that are my responsibility," yet his offer to pay for caulking does not address this item, which he agrees is his responsibility.
  
  
  
  An appropriate resolution would be compensation of the quote for a licensed contractor to correct the issues with the shower floor/tile, not just the missing caulk.