Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I initially hired Permaglaze to refinish a tub in late summer 2021. Their warranty covers one year and the tub started peeling badly in April 2022. They would not honor the warranty due to the wrong type of may being used but they did refinish it for a cost of $250, and again there was a one year warranty. Within months of that AND using the exact mat they recommended, the tub continued peeling badly. I again contacted them and they continue to blame me and they said they will not honor the warranty.
Business response
01/26/2023
Mr. ***** has the same issue with his tub that he had the first time that we went in to re-do it. At that time he was charged $250.00 for it to be redone again. He was informed to purchase a refinishers bathmat from Amazon which does NOT have suction cups underneath that will cause damage to the finish. He states it was the exact mat, however, in my 31 years of being in the refinishing industry, I have NEVER seen this type of issue arise (again same as the first time). My educated guess is that it was either used BEFORE the finish was completely dried (36 hours minimum) or it was left indefinitely in the tub causing moisture to soften the paint and cause those damages. I suggested that he contact 2 other refinishing companies to have them refinish his tub for him. Our warranty is only for peeling/flaking AND this is obviously caused by neglect. Refinishing required a bit more TLC than a standard porcelain coated surface, please see the back page of the Customer Service Estimate and Agreement and to make it easier, what we call our Care Instructions. I have spoken with the owner, **** *****, and he agrees that this is not a warranty issue.Customer response
02/01/2023
I do not accept this response as I already sent evidence that I purchased the exact mat they recommended AFTER the second refinishing. Also the peeling is not confined to the mat area, it is around the drain as well. However, i have no interest in any further repairs by this company and I have since learned that they are using an outdated technology.Business response
02/02/2023
Mr. ***** clearly has been speaking with competitors who tend to spread falsities about other companies. Our process is not outdated and is the SAME as all competition, however, they do not use the same products as us. We have a proprietary blend which is made specifically for us and our franchise network and we have used it quite successfully for over 40 years. Mr. ***** is seeking to blame us for not following proper instructions - had the correct mat been used we would not have been going through this yet again with Mr. *****...Initial Complaint
12/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The tub was reglazed 11/30/2022. I closed the door and left it unused to cure. Today, 12/11/2022 I opened the door to look at the tub. Discovered sagging, pitting, rough texture, smooth areas and depressions from old chipped areas. It's a mess. See photos and receipt. I have called twice asking for info on how to clean the tub. No one returns my calls. I want it stripped and redone.Business response
12/19/2022
I was unaware there was an issue with her tub, I am on a furlough and only check in periodically - we are scheduled tomorrow 12/20 to fix this issueCustomer response
12/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18558183, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** ******
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.