Complaints

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During my primary bath remodel:The tile on both the floors and walls has been set unevenly. I specifically requested 1/8th-inch grout on the floor and 1/16th-inch grout on the walls. However, the floor grout lines vary from 1/2 inch to 1/16th of an inch. The floor tile is not level, making it impossible to use my scale in that room because no two pieces of tile are on the same level. They chose to use ******** waterproofing products but did not install them according to the manufacturers specifications, rendering the ******** warranty invalid. It appears they did not install a waterproof membrane behind the wall tile, which is a basic requirement for bathroom waterproofing. The slope in the shower is improperly done, causing water to pool at the bottom of the glass and run across the bathroom floor instead of draining properly.Although I specifically requested a licensed plumber, the contractor hired by Spruce Properties has never held a plumbing specialty license. During the project, they made several mistakes, such as installing the improper drain and falling through my ceiling. While Spruce Properties rectified these mistakes, I believe I was charged for at least a portion of the time required to fix them. When I pointed out issues such as the bad grout lines and uneven tile, they offered to fix them but at additional cost for time and materials. I dont believe I should have to pay twice for work that should have been done properly the first time.I have sent Spruce Properties several certified letters demanding they work to find a resolution. They have ignored all of them. I respectfully request the Better Business Bureau to investigate this matter and take appropriate action to ensure that Spruce Properties is held accountable for their actions. I seek a resolution that includes compensation for the financial losses incurred and assurance that no other customers will have to endure similar experiences. Thank you for your attention to this matter.

  Business response

  07/22/2024

  The information in this complaint is not complete and is misleading. There are also false statements given. This complaint should be removed immediately. We have offered to address ******************* concerns on multiple occasions and he has denied us access. Also, most of the complaints here have never even been brought up to us. I would encourage you to look at any other review ever given concerning our business- we have a stellar reputation. I would also encourage anyone reading the complaint to pay close attention to the way it is worded; "It appears..." and "I believe..." being the key. These statements, among others, are not true and based on feelings not facts. We have tried to reach out to **************** and he has told us to direct all communications to his lawyer. As this is unresolved and an ongoing case, any defamatory information should not be published.

  Customer response

  07/23/2024

   
  Complaint: 22021736
  
  I am rejecting this response because:

  I have sent them several letters and emails via my attorney demanding that they work to resolve the many issues described in my complaint. they have ignored each of them. 
  The "attempt to correct the issue" that they discuss was to offer me 1/40th of the price I paid in discount so that they could tear apart enough of my bathroom for their permit to be closed. they have made no mention of correcting the faulty tile lines or explained exactly what "alternative method" they used to waterproof my shower.

  These people do not care. the only response they have is to insist they can do no wrong. I am trying to prevent this happening to another potential client in the future. 
  

  They should have hired a tile installer but chose to use an inexperienced general laborer so they could earn a larger profit. they will likely continue to do these types of unethical things. 
  Sincerely,
  
  ***********************

  Customer response

  07/30/2024

  Hi,  
  
  I should have been more thorough in my response. I was a bit upset to see that they are still insisting that I am a liar and they did a great job. 
  
  here are 7 photos showing exactly what I mean by the inconsistency in grout and the unevenness of the tile. 
  
  These photos are taken from different sides of the room, meaning that all of the tile needs to be replaced by an actual professional. 
  
  
  
  Best,  
  James 
  

  
  

  Business response

  08/07/2024

  We have offered to meet with this client and address his concerns. Prior to these complaints online, nothing was mentioned to us about the uneven tile. We always do a QA final walk through, but the customer said it wasn't necessary. When we reached out to address his concerns after seeing multiple posts online, the customer was unwilling to meet with us and directed all communications to his attorney. We pride ourselves on doing quality work and have a stellar reputation. It's impossible to address any concerns when not given access. This project was not 100% complete and we were denied access. Also, it should be noted that there is a substantial balance owed on the project. If the customer would be willing to meet on-site, we would gladly take a look at the work we performed. 

  Customer response

  08/12/2024

   
  Complaint: 22021736
  
  I am rejecting this response because: Spruce never offered to meet with me to address MY Concerns with the bathroom. They offered me a $1000 discount from the money they allege I owe them for the work completed to this point to allow them in to rip up enough tile to resolve the electrical permit currently in a failed status. Not only would this worsen the quality of the tile currently installed, it would actually ruin any waterproofing installed by Spruce. 

  Attached are copies of a letter from spruce from Spruce detailing their "offer", as well as a draft (soon to be finalized) report from a licensed property and construction inspector detailing the quality of the current work. The report clearly states the only way to correct the many deficiencies is to completely redo the tile using a qualified professional. 

  
  Sincerely,
  
  ***********************

  Business response

  08/20/2024

  We have tried to resolve things with this customer, but he will not communicate with us. The latest message on this forum mentioned that we have not tried to reach out to him is simply not true. See attached screenshot. 

  Customer response

  08/21/2024

   
  Complaint: 22021736
  
  I am rejecting this response because:
  
  resolving the electrical permit is not a part of my complaint. They are only interested in resolving this so they can continue with business as usual. 
  

  this message was sent after at least one official requests to negotiate was ignored and I had already hired an attorney to address the issue. they have yet to come back with an offer that would even begin to address my concern. 
  
  Sincerely,
  
  ***********************

  Customer response

  10/29/2024

  I hope you are well. I wanted to notify the BBB that my complaint has been resolved. We reached a mutually agreeable solution outside of court. No suit was filed. 

   

  I kindly request that the case be marked as answered or resolvedIm unsure of the exact terminology used, so please choose what would be appropriate.

   

  You may receive a request from the company that the complaint be removed in its entirety. I have no issue with this if that is what the BBB decides to do. Thank you for your time and attention to this matter. 

   

  Best, 

  James 

*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. ↩