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:04/07/2025

  Type:Order 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 Davis Kitchen & Tile in July 2024 for a kitchen renovation and paid $8,000 upfront — nearly 50% of the project cost. After months of delays and zero communication, we were billed another $4,000, which we paid promptly, bringing our total to over $12,000.
  
  We were told the original quartz slab matching our countertops would be used for the backsplash. However, the installation was canceled the night before, and when it was eventually completed, the slab used was clearly not the same — it had excessive seams, mismatched veining, and an overall poor appearance. Their own installer admitted it was only a “close match.”
  
  We later learned from a credible source that the original slab was returned after Davis failed to resolve payment issues with their subcontractor. This means Davis either misled us or substituted materials without consent. Even worse, we were warned that because Davis didn’t pay their fabricator, we could be at risk of a lien on our home — despite having paid Davis in full.
  
  We are seeking documentation confirming what materials were actually used and proof that all parties have been paid so we’re not exposed to legal or financial risk. So far, Davis has failed to provide this or take accountability for the situation.

  Business Response

  Date: 04/15/2025

  I am attaching Mrs*********** Description of work, Contract invoices, Payment history, Terms of Contract, and
  contract invoices, as well as dates of communication with both Mrs. ********* *** ******* *****

  
  We have been in contact with Mrs. ********* as well as Classic
  Rock to get her issues resolved. ******* **** will be reaching out to us to get
  this on the schedule to be finalized here soon.

  
  After speaking with ******* ****, we are in good standing with
  them, so I can say that no lien will be placed on the customer’s home. We are
  willing to give a $400 discount for the inconvenience. 

  
  

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23163759, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The backsplash will need to be completely removed and replaced with a full slab and cut only where necessary due to the size and not for ease of transportation.  We also request full disclosure on what took place and why and that may take place privately and not via this forum.  I feel I have been patient and in turn taken advantage of over the last year, and I won't be satisfied until the project is complete to satisfaction.  I appreciate the offers from Davis to hold their subcontractors accountable, but will need to see how things actually transpire from here. 
  
  
  
  
  Regards,
  
  
  
  Monica *********

  Business Response

  Date: 05/02/2025

  The *********s are getting the whole backsplash replaced by ******* ****.