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:02/27/2023

  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 02/09/2023 we hired Goads to perform a small shower remodel. The contract stated that Goad's would remove and regrout the existing tiles in the shower and add new tiles to walls and ceiling of the shower. When the new tiles were installed on the wall and ceiling of the shower there are several that are uneven and stick out further than the other new tiles. There are places on the existing grout that were not even regrouted. I was told that instead of removing the old grout that he was going to just regrout over the existing grout and deduct $150.00 from the original amount of the contract which was $1,490. We asked for Goad's to come back out and fix the shower floor so that it would have new grout on it and there are still places missing new grout after he came back out. We do not want him to come back out for a third time to fix anything and would like a full refund so we can have someone else fix their messy and sloppy work. The ceiling also has to be repaired due to the sheet rock being torn up during the install of the new tile. I took pictures of the unprofessional work and sent them to his wife/book keeper and she offered to give back $150.00 for the regrout. She also offered to install new floor tile (at our expense) because the old floor tile should not be regrouted over. Never once was this mentioned during this process. It is going to cost more than $150.00 to fix these issues listed above. I would like to be refunded $1,340 the amount that I paid in full for a job that was not done correctly or complete. Please note. We bought all the tile and the grout that was used.

  Business Response

  Date: 03/02/2023

  I got the response in mail about the complaint that was made on 2/27/2023, I would  like to say that regrout we charged was 150.00 floor and 150 for wall we realized after installing the tile more on shower and ceiling we advised homeowners during work progress that with this shower floor and tile the way it was that the only way to fix it was to put new floor in and advise homeowners before moving forward that we will deduct the $150.00 off the remainder of the bill… the homeonwers agreed said thank you , we had $400.00 material that the homeonwer was requesting money back on that as well when we realized they wasn’t happy with grout falling out of shower floor which we already advised that you won’t be able clean existing grout off just have to do a new shower floor with small tile and grout lines. They sent us pics I had the contractor go over there the very same day during lunch to fill in grout some more in shower floor that we took off bill due to the grout standards of not able to do the regrout for the floor , we advise for the homeonwers the existing grout and to allow 24 hours to set up and dry they contacted me 7 am next day was only about 14 hours ago he was there to fix that grout. There shouldn’t have been water ran in it than soon to cause grout to fall out not set up we then advise homeonwer we will be willing giving $150.00 back more even after we took off the 150.00 for the grout ,we also advised homeowners that we stand by all our work , I have policy to make sure everything is taken pictures of before and after they leave they did so , I will share in this info below also the homeonwers reached out asking for all money back including the actual amount for there material that we picked up an delivered I explained to homeonwers that we can’t do that due to the expenses of there material we can make sure they got $300.00 total back on a $150.00 grout job we charged for floor … The shower we was able to compare the photos they sent on both days and they were both identical on both days as if they was trying get there money back. Reguardless trying get soemthing for nothing they wouldn’t accept us to fix , or make it right. Even though we explained about grout for the floor. I will send you after pictures of completed work last day they was there. I believe that is always most important to show proof of the work .also if they won’t allow us back in the home fix it could it be because when we left we made sure they was happy and captured pictures.. I also attached proof of the amount I took off contract and advise homeonwer from material we needed to pick up he said thank you sounds great also Customer states that they bought all grout n tile but what about all the other material that had be bought that we gave reciept for in amount $400.00 from ******. I want add that in there as well .Here is that proof here Here my proof of pictures and what I did make sure we can make it right they refuse to allow us to make it right even after giving them $150.00 off job and advising give back another $150.00 not sure if the photos they sent me on the second day was from the second day or not , I truly believe there wanting this job with all there material and free labor back in full .I expressed to homeowners we could make it right and they refuse to cooperate with this matter please see attached proof of my information make sure we stand by our work the homeowners don’t want us back in house cause there probably nothing that needs be to redone just trying get a free job out of the situation , I have done everything I can make it right they have just refuse to cooperate with the situation. Thank you , 

  Customer Answer

  Date: 03/02/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** I’m not sure if this is the correct email to send my response. We asked  Goads to come back and fix the grout that he missed and when he left it was still not right. We did not use the shower for a week and a half after he left the second time. I told him we had not used the shower at all since he started this mess. We had to clean the film/dust off the tiles.  What about the tiles that are not lined up correctly? What about the damaged sheet rock? If I wanted a free job I would have not paid in full. The work was below expectations and not what was in the contract or discussed. We don’t want Goads back here to do more damage to our shower that we are going to have to pay to get it fixed. I offered to settle for $800 due to the material that was bought and installed and was told no. The work is not professional. Areas of the shower wall and seat in shower were not grouted. Goad decided to not take the old grout out. I have already told them it’s going to cost money to fix their mess. If they stood behind their work they would at least acknowledge the job is not done correctly and looks terrible. I’m not accepting the $150 and I do not want them back at my house a third time.  I’m trying to find out if they are licensed and insured? Thanks,***** ********  

  Business Response

  Date: 03/02/2023

  I would love to make this right for the customer how did the shower not be used for week when they called very next day from leaving wasnt a week… I am licence and insured but I can’t give 800.00 when we have reciept of 400.00 in material we offered totoal of 300 off the current job be willing to fix issues. They contacted us next day of completion of shower so not sure where there dates are in mixup there. We advised customer while working about shower floortook off 150.00 offered another 150.00 we are a 5 star company for reason cause we make sure our customers are satisfied unfortunately we aren’t able get anywhere with the homeonwers refusing for us to fix it or recieve the addiotnal 150.00 back Thank you. 

  Customer Answer

  Date: 03/02/2023

   I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The first time he came out was Wednesday through Friday. We let the grout dry over the weekend and contacted you on Monday that it was right or complete. He came back out looked at it & said he would need to go back over it. He came back out the next day and regrouted over the floor still missing places on the shower floor and seat in the shower. When we let that dry for 2 more days it still was not right.  The whole time we never used the shower. The following Sunday we cleaned the shower and noticed even more bad placement of tiles. Goads has still not addressed the damage to the Sheetrock in the shower that we have to get repaired.  Why would I allow them to come back out if the job never gets fixed and I have to clean up the mess that’s left behind? Regards, ***** ******* 

  Business Response

  Date: 03/02/2023

  I did everything I could from moment I knew the homeonwer wanted things addressed I did everything we could fully do and the homeowners aren’t willing to allow us to fix anything we refuse give material back of the amount of $400.00 advise  customer tota amount back would be $300.00 total that being they got there job for $700.00  for time and delivery of picking up material our work is worth something as you can see  in photos of tile that had be extended on wall as well as ceiling. We are willing to send $150.00 to homeonwer making it total of $300.00 off the original job homeowners had list of material to purchase they asked us get everything but the tile and grout so we did so they are responsible for there tile We are willing to adjust our schedule to make this right and get these issues addressed for the homeowners the homeonwers have our number if you would be kindly to reach out to me personally and we can get another 150.00 sent out to you.or schedule have us come in make the job right our goal is make sure all our customers are satisfied but we will not be able to the amount of $800.00 since material was 400.00 already gave 150 off bill when we was working realize this floor can’t be fixed. But instead should be redone. Thank you, 

  Customer Answer

  Date: 03/02/2023

   I have reviewed the response offer made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I took into account the materials used when I requested $800. The labor? I have to pay someone else to fix the job that was not finished.  I asked you to come back out fix it and he was here for like 15 minutes at the most. No. I don’t think it will be fixed correctly giving the current condition of the tile work. That is not an option at this point. Besides. Trash was left for us to take off. I gave him a chance to fix it and it was not.  Regards, ***** *******