Complaints

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Tubro for a bathroom remodel. Initially told it would be 3-4 weeks and then 2 weeks to get the shower glass. Instead of the 5-6 week timeline it took 3 months. Multiple times along the way finding out they did not have our selected pieces, even though they were ordered 3 months prior to the job starting. The supervisor would flat out lie for unknown reasons, telling us one thing and the company another. We would get a bill for work that had not been completed. The vanity and mirrors were measured incorrectly and their solution was for us to choose a different configuration for mirrors and light above the vanity or to pay to have the vanity redone. They told us we went over allowances for electric work, and claimed it was the scope of work. The electricians had to come back out to the job 2-3 extra times because they were told something incorrectly by the supervisor. People would show up to the house unannounced when we were told by the supervisor that no one was coming. Multiple times we were asleep after a night shift and woke to banging on the door in the morning. Several times trash was left in our driveway. They would slam the door when entering or exiting the house. I had to do final touch up painting because they left scuffs and gauges in the wall. This is not professionalism, and when things were pointed out they made excuses. It was emotionally taxing being called at work and when on vacation several times (though the job should have been done weeks prior to our previously planned vacation) to problem solve issue after issue because something was not done right in the first place. And then coming back to damages on the project due to lack of care. I informed the company that they need to wave the final bill as settlement for all of the mistakes during this project.

  Business response

  12/18/2023

  This complaint has been resolved outside of the BBB with the client. Most of what was included in this complaint is a misunderstanding of expectations. During remodeling projects, we can estimate how long a project will take, but it is not an exact science as material lead times and unforeseen factors do *************** as the project gets going. We do not believe the client was lied to at any point throughout the project. The client did not receive any invoices for work that was not completed, and the electrical work was a change in scope that had been approved by the client. While our crew makes every effort to keep noise levels down in a home, there are some circumstances in which extra noise cannot be helped during construction. The scuffs and gauges in the wall were fixed during final paint touch-**** and it is normal for remodeling projects to have a punch list at the end to address any remaining issues. While we understand that this took an emotional turn on our client, we feel that we addressed each issue with her as it came up. This client was given a discount on the final bill. 

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