Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/13/2024
Type: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 business performed 2 bathroom remodel project, completed July 2023. In March 2024, well within the warranty period, we requested warranty assistance with a water leak in a shower. it's now ***************************************************************************************************************** I received 1 email response 60 days ago when they told me they were having trouble finding someone to work on the problem. Their failure to repair the issue in a timely manner may result in damage beyond the initial problem.
Business Response
Date: 06/19/2024
I believe this is being handled, yes?Customer Answer
Date: 06/20/2024
Complaint: 21843731
I am rejecting this response because:1) Its not yet been resolved
2) It took more than 90 days for the business to even come out and look at the problem, and only after multiple requests. The problem reported was water leakage, and should have been addressed more urgently.
Regards,
*******************************Business Response
Date: 06/24/2024
Yes, sir, sorry, it looks like they're scheduled to come work on it tomorrow. Let us know what else can be done. Thanks.Initial Complaint
Date:02/13/2024
Type: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.
I paid Luxe to complete a shower remodel. It required taking the shower stall down to the studs then redo the drywall, tile, glass and faucets. The workers appear to be unqualified to do these repairs. They caused damage to drywall throughout the house, damage to flooring, damage to the front entrance, and they did an incomplete job. Because of the workers poor skills, several areas of the show had to be redone 3 times. First the drain was done incorrectly. The tile was dug out and it was done wrong a 2nd time and had to be done a 3rd. It now appears to be leaking. One of the walls was done poorly/uneven. It had been redone 3 times. It still has poor grout work and uneven tiles. The wall with the glass shower was not done properly and they filled the large 1/2 inch gap with silcone which failed. They said they would re-do the entire wall and fix the error and then a week later he said he would charge me to come back and fix these items. I now have to hire another contractor to come back and redo all of the damage.Business Response
Date: 03/08/2024
Hello, ma'am, I'm very sorry to hear about the trouble you've had. We have a different account of this. Please allow me ask a few questions.
Was your ceiling sheetrock damaged and patched before we showed up to your home?
Is the "damage to the flooring" the area that pulled stain up when they removed the tape that held down the protective covering?
What detail of the contracted shower is "incomplete" as you stated?
When you say the "drain was done incorrectly" are you referring to when you asked them to redo the drain because it wasn't level enough?
Is there a verified leak? Can you please tell me what is leaking?
Did you reach out to our company to ask them to do a shower repair or fix the leak?
Please answer those questions and I'll be happy to help you solve these issues.
Customer Answer
Date: 03/15/2024
Complaint: 21281494
I am rejecting this response because:theyre response is just questions which I will answer. I attempted to place a claim with their insurance company. My claim is denied because they are not insured to do bathroom remodel work. They presented to me they were insured. They have misrepresented themselves and made fraudulent claims. They are not insured. Their carrier will not disclose the exact business they are in but its not the work they provided. Which makes sense why they did all the damage they did.
Regards,
***********************Business Response
Date: 03/18/2024
I'm sorry, ma'am, but that is incorrect. We do have general liability insurance for several remodeling verticals, and all of the work we did at your home is covered. If you're claiming we caused mold in your home, that would mean that there was a leak, and something must have gotten wet repeatedly and was not remedied. Our contract states that you have to allow us to inspect the leak. Your warranty is at risk if you don't notify us and you have another company take any action. We don't have any record of you reaching out to us about a possible leak. Did you? What are the fraudulent claims you're saying we made? And you said that you would answer the other questions we've asked--would you do that please?
Customer Answer
Date: 03/20/2024
Complaint: 21281494
I am rejecting this response because:your accusations are incorrect. I did not make a claim for mold damage. I told your carrier this. Your insurance carrier stated that language is always in there if a leak is mentioned. I made a claim for the glass door leaking between the wall and the door because of the large gap, this wall needs to be done properly. I made a claim for the drywall damage That you acknowledged you did in emails and texts, and I made a claim for the floor damage that you acknowledged you caused. I have attached a copy of their denial letter. The letter specifically says the work you did was outside of the scope of what they covered. your insurance adjuster specifically told me you do not have coverage to do the shower remodel.
You told me you were insured for this which was obviously false. I will have to pursue through legal channels as this work is still not complete.
Regards,
***********************Customer Answer
Date: 03/20/2024
Complaint: 21281494
I am rejecting this response because:your accusations are incorrect. I did not make a claim for mold damage. I told your carrier this. Your insurance carrier stated that language is always in there if a leak is mentioned. I made a claim for the glass door leaking between the wall and the door because of the large gap, this wall needs to be done properly. I made a claim for the drywall damage That you acknowledged you did in emails and texts, and I made a claim for the floor damage that you acknowledged you caused. I have attached a copy of their denial letter. The letter specifically says the work you did was outside of the scope of what they covered. your insurance adjuster specifically told me you do not have coverage to do the shower remodel.
You told me you were insured for this which was obviously false. I will have to pursue through legal channels as this work is still not complete.
Regards,
***********************Business Response
Date: 03/20/2024
The letter that my insurance sent me states that you made a claim for the mold, and that wasn't covered. What accusation? I haven't accused you of anything. Can you repeat what my accusation was?
I understand that you made these claims, however, our contract states that you allow us to inspect and repair any damages or improper work. That's how your labor & workmanship warranty works. Our system states that you refused multiple times to let my crews come back and fix these. Is that true?
The letter you've included does not say that we are not insured for shower remodels, that is not true. The denial is for improper work.
You have stated a few times that I emailed you/promised you, etc. I'm sorry but you and I have never spoken nor emailed each other. You must be referring to one of our managers.
Would you please answer my questions (in all 3 responses now) so that I can look into all of this for you?
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.