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:08/10/2023

  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.

  First of all, our complaint is with the Miracle Method COMPANY itself on their warranty issues. We chose the South ********** Miracle Method ******** because they were the closest. They came out and refinished our tub on Aug. ****, 2021. We paid in full on 8/16/21 and they told us their work comes with a 5 year warranty. After they had completed the job, I was not happy with the tub's surface because it was rough and gritty. I called the South ********** office, left voicemails and texted with no response. Because I had left a voicemail, someone from the ****** ******** returned my call. They told me the ********** ******** is filing bankruptcy and that the ****** office will be taking over their customers. Thankfully, they had someone from the ************* come out and fixed the issue. Fast forward, to Aug. 2023 (two years later), I noticed the tub was cracking and peeling. Since we were still under their 5 year warranty, I called the Irving ******** on 8-7-2023 and left a message. No one returned my call. I called the next day and got a hold of someone. They said they didn't take over the ********** company or their customers. They also said they could not honor the 5 year warranty since they didn't do the work themselves. They also could not find us in their system. (They had no recollection of their past work on our tub in 8-2021.) They told me to send the pictures of the tub via email and they would send us a quote. I did on 8-8-2023. Been waiting two days and still no response or estimate.

  Business Response

  Date: 08/30/2023

  The complaint is coming from a customer that we did not service as we are the Miracle Method of DFW Mid-Cities located in Irving.  ************ is incorrect is her complaint that we took over the South ********* Branch back in 2021.  That was a wholly owned franchised location that is no longer in business.  We did not acquire the ** ********* branch and do no own any of their warranties.  We have no record in our system of any service provided to ************ regarding warranty service.   On 8/18 our estimator visited with the Rich's and provided a quote for a resurfacing of their bathtub and surround.  If they decide to move forward with our branch and the resurfacing we would then be responsible for the work and it would be covered under our 5 year limited warranty.  I'm actually unclear on why she contacted BBB as we have been in touch, visited with and provided a quote for resurfacing services.

  Thank you

  ***************************

  GM-Miracle Method DFW Mid-Cities

  Customer Answer

  Date: 08/31/2023

  I have attached more photos of the tub and the invoice from 2021, which was paid in full and the recent invoice from DFW Mid-Cities, ****** location.  The tub was done in 2021 with a 5 year warranty.  It has been only 2 years and we are already having issues with it.   I have also included the invoices to show what we paid to have the tub done in 2021.  And now, Miracle Method wants to charge us an additional $899 to have the tub done again.  As you can see, Miracle Method's  5 year warranty is not being honored.  

  Customer Answer

  Date: 08/31/2023

  I am rejecting this response because I feel Miracle Method should honor the 5 year warranty, regardless of which ******** the service was provided at.   I filed this complaint with the DFW Mid-Cities because you told me back in 2021 you were taking over the customers at the ********** ********.  Now, two years later, when we need the tub repaired, you are saying you've never said that.  May I ask why did the Irving ******** contact me in the first place?  Why did a technician from the Irving ******** come out and rebuff the tub, free of charge back in 2021?  
  
  Yes, a technician from the Irving ******** did come out and an estimate was provided on 8-29-2023. This estimate is in the amount of $899.   This is after we've already paid $1230 in 2021.  Oh, and this repair comes with a 5 year warranty at their ********.  What's to say the same thing won't happen again? What's to say THIS ******** won't go out of business before the 5 years warranty expires?  We would be charged yet again for the repair on this same tub that should still be covered under the original 5 year warranty... FREE OF CHARGE.  

  Miracle Method, as a whole company, should honor the 5 year warranty regardless of which ******** the service was provided at. Because, as we all know, each ******** can always go out of business.  To not honor the 5 year warranty is bad business etiquette and certainly makes the Miracle Method Company not trustworthy. 
  
  Bottom line is.. we want the tub repaired but don't feel like we should have to pay for the same services again since we are still under the 5 year warranty.  

  Business Response

  Date: 09/15/2023

  The work done for ************ was completed and paid to a wholly owned franchise location.  The Miracle Method of DFW Mid-Cities did not do the work for ************ or is responsible for any warranty of the work that was not done by this branch.  We did offer ************ a solution that she accepted and we scheduled that work for her.  She then cancelled the work to be done by this Mid-Cities location.  MM of DFW Mid-Cities did not receive any revenue from the job that was done by the other branch.  All warranties are serviced by the location that did the work.  It's unreasonable for ************ to expect that the Mid-Cities branch cover warranties for other locations whether here locally or across the country for work done.

  A solution was offered and rejected by *************

  Thank you

  ***************************

  GM-Miracle Method DFW Mid-Cities.

  Customer Answer

  Date: 09/26/2023

  I am rejecting this response because they are not stating everything that has happened.  The MAIN reason why I submitted my complaint against the DFW Mid-Cities Miracle Method location is because they told me back in 2021, they were taking over the South ********** Miracle Method customers and the company.  After all, the DFW Mid-Cities did come out and rebuffed our tub, free of charge.   

  Two years later, our tub is cracking, peeling and bubbling. So, naturally, I contact DFW Mid-Cities Miracle Method to see if they can fix our tub because I thought our tub was still under warranty.  Come to find out, we no longer have a 5 year warranty on the tub because the DFW Mid-Cities location didn't do the work. Granted, this location didn't do the work, but MIRACLE METHOD COMPANY did.  Doesn't this company stand behind all of their work, regardless of which location did? 

  The reason why the appointment was cancelled was because we didn't even know someone was coming out to do the tub until I received a text message.  Nothing was confirmed. We were still trying to find out if Miracle Method was going to honor the 5 year warranty and trying to decide if we should have the work done. You were going to charge us an ADDITIONAL $849 to repair the tub after we've already paid $1230 in 2021.

  If the company, as a whole, is not going to stand behind the 5 year warranty to the customers, then they should CLEARLY state this to the customers or stop offering it. It's very misleading and falsely advertised. 

   

   

   

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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.

  On 20 July 2023, both sides of my porcelain in my kitchen sink, which we have had for 50 years, showed signs of thinning. We decided to locate a business to refurbish this as we believed it was necessary. On 23 July, a serviceman from Miracle Method of DFW Mid-Cities performed the job of fixing our problem, for which we paid $450. In late January of this year I noted some small scratches in the left sink, however they chipped away porcelain around them. I contacted this company and they offered to repair it. I asked them to repair just the left side of the sink as the other showed no wear. I contacted the firm by mail on 23 February and as of today, 14 March, they have not responded. I am mailing a second letter to them at this time, advising that I am contacting the BBB for assistance in this matter. I do not have a copy of their Limited Warranty as that was taken away. I do have a copy of the obverse of that page.Today I note that the porcelain is also chipping away from around the Garbage Disposal drain and in another area of the same sink.

  Business Response

  Date: 03/24/2023

  In Reviewing Mr. *******'s complaint we dispute his claim that work was done in the year of 2023 to resurface his sink as stated in his complaint.  Mr. ******* did have his sink refinished in July of 2021.  It was a 3 day resurfacing that started on July 20th and was completed on July 23rd.  I am not in possession of a letter from Mr. ******* date February 13th of 2023 in which he states his request for service.  With the work being completed and paid by check in July of 2021 Mr. ******* would have been entitled to our Limited warranty which on sink refinishing covers 1 year against failure of adhesion of the applied finish (See attachment under Limited Warranty.

  Mr. *******'s request falls outside the 1 year warranty period for sink refinishing that expired in July of 2022.

  We request that this case be closed and no negative rating be given to Miracle Method of DFW Mid-Cities based on the information above.

  Thank you

  ***** ******** - General Manager

  Attachments

  Copy of our Conditions, Terms and Agreements

  Copy of Mr. *******'s invoice showing the dates work was performed and completed.

   

  Customer Answer

  Date: 03/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *******