Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 01-03-24 I paid ******* half of the price of shower and was to pay the balance when installed it was to be installed in 6 to 8 weeks. I contacted them last of March and they said it would be first week of April didn't happen I called again said shower hadn't came in, should be on that Thursdays truck called to check status said the truck didn't run.So they called last Friday 4-26-24 said it came in and they would call and install the first of the week have not heard from them. Anytime we call it is a answering service we have to leave message and they call back I would like to be able to talk to someone to get this resolved either install shower or return money waited long enough just worried I have been scammed.

  Business response

  05/03/2024

  ******************** had a right to complain about our lack of communication. I wish I had a great answer as to why the communication between her and our company was not good overall but there are no excuses. 

  Our installer who is doing the work spoke with her this morning to tell her that the shower is in and we are installing the shower on Monday. Our installer had planned originally to call her tomorrow when he was not working but we did make contact and the install is set for Monday.

  I also spoke with ******************** personally and apologized and I told her that although the communication was poor, she has been and will continue to be a priority now, during and after the installation is complete and I told her this will be a learning experience for some of our people within the organization to communicate better and more frequently when it comes to returning calls in a timely manner in addition to calling customers back when we say we're going to call back. 

  There are no excuses with the poor communication which is why I apologized to her and we look forward to making her and her family happy next week when the shower is installed.

  Customer response

  05/16/2024

   
  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,
  
  ***************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Per the contract I signed with them they were to put a cradle on the hand rail for the shower head and put in a curved shower rod. I've contacted them several times and they said they were ordering it and it would be sent to my home but that has been over 8 weeks and now they won't even answer an email from me. All I want is the job finished per the contract. The whole job was a mess but if they would just complete the job per their contract I would be happy.

  Customer response

  01/16/2024

  They have reached out to me and have completed the work that was stated in the contract.  Thank you

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with Custom ***************************** of *****, ****, on May 30, 2022. I paid $10,500 for an Onyx walk-in shower, an Onyx double bowl vanity top for the master bath, and an Onyx single bowl vanity top for the half bath (all tiramisu color). On Oct. 8, 2022, workers installed the new Onyx double bowl vanity top. It was manufactured smaller in height than the previous vanity top they removed. A worker came and said, "We've got a problem." The newly installed Onyx vanity top sat 1 1/2" lower than the previous vanity. The attached backsplash pic shows 1 1/2" of bare wall between the bottom of the bathroom wallpaper and the top of the new Onyx splash. I told the installers the lower height was NOT satisfactory! Our half bath has tile on the wall, not wallpaper. The other installer fit another piece of Onyx under the half bath vanity top to raise up the new Onyx top so it fits snugly with the surrounding tile. See half bath pic. On Dec. 13 and Jan. 23, I emailed the owner, *******************, asking that he "Please do the right thing and come finish the job of raising the new double bowl Onyx vanity up to the previous vanity's height." I've asked that they manufacture an Onyx piece (to serve a similar purpose as the Onyx riser under the half bath vanity) which will fit underneath the front of the new vanity and raise it (piece needs to be 1 1/2" H x 79" L) and an Onyx piece to run under the left end (needs to be 1 1/2" H x 22" L) plus 1 1/2" H wood pieces to support the vanity underneath.Since the first of Dec. 2022, Custom ***************************** (*********************) has scheduled 15 appointments to correct/raise the vanity height. We have been STOOD UP each time.**** emailed on Feb. 4, 2023, "I know this is unacceptable and has taken way too long. I know you can't trust what I'm saying and I apologize. This has been a fiasco. I know you are entitled to the $1,500 refund plus something more in addition." Hes been promising the refund since Oct. It hasnt been received.

  Business response

  05/08/2024

  This complaint is a complaint that I did not realize we had until months after the complaint was sent as this was the first complaint that we received, so I apologize to everyone for the delayed response. 

   

  After researching the complaint and the notes that was taken I realized that this complaint our customer had was legitimate, so I called the customer on Friday 5/3 and had a respectful and cordial conversation with him. I apologized for the late response, and I also apologized for the poor and unacceptable communication that he received by our company pertaining to the additional discount as the discount was not known or approved by the owner. However, I did tell our customer that we are a company that follows through with what we promised so I told him that we would send him a check for the broken promises he received and that although the complaint was formally closed, that it was the right thing to do.

   

  ***** was very surprised and thankful for the gesture and on Monday 5/6 the check was sent out via *** Ground and a copy of the check and the tracking number was emailed to him so he knew that this promise would not fall through the cracks like before. I also spoke with him again last night on 5/7 to confirm that the check was sent as well as the email.

*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. ↩