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Business Profile

Bathroom Remodel

Tub Cove Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    A total bath remodel when installing cultured marble,we knew they broke 1 piece of marble,which then delayed a week for reorderbut we discovered after they sent someone to pick up our check after 2nd installthey were aware of a broken piece that was done the same day as the 1 st installthey covered it up.,but they knew , this was a 3 1/2 month job,poor communication,always late ,or forgot to come..unacceptably work all around ..we feel we should have a monetary compensation, we asked for $2,000. They said no way how about Dinner I have pictures of there jobs, but not sure how to send them to you? Thanks *******************

    Business Response

    Date: 08/15/2024

    First and foremost, Tub Cove takes our commitment to customer service quite seriously. Having said that, we are certainly not perfect and unfortunately on this particular project we fell short of our normal standard.

    It is true that two shower walls were broken upon installation. While we offered to fix the issue by replacing both walls with brand new product, the customer instead decided that they wanted them repaired. It is my understanding that the final repair met with their approval, but it did take multiple visits to make that happen.   

    Our policy is to always leave the customer with a first-class finished product but as stated above, in order to make that happen it was necessary to make a number of visits to the job site which was inconvenient and frustrating.

    Given the fact that we incurred significant expense to properly complete the repairs the customer opted for, we believe that the amount of compensation that the customer is requesting is not reasonable. At the end of the day, the critical restoration steps we took during the remediation process was done to everyones satisfaction.

    Yes, we did offer to treat them to a nice dinner as our way of apologizing in consideration of how long the install took. Unfortunately, they turned this down as well and continue to demand a monetary compensation that is far above what we can accommodate. 

    Customer Answer

    Date: 08/15/2024

     
    Complaint: 22094870
    Tub Cove covered up that they broke 2 ***** slabs on the 1st. Install,they should have been upfront with us ..everything about our experience was terrible,when you review it .its hard to believe that they are still in business.iam working with the Attorney General now There will be Review on there website and Face Book about our experience 
    I am rejecting this response because:

    Sincerely,

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

Tub Cove Inc is BBB Accredited.

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