Complaints

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed the contract on November 12,2022. At that time, a check was issued for $38,250.00. The total amount paid so far is $48,049.30 for a 2 bathroom project that was suppose to cost @ $88,000.00. All involved in this project, including the plumbing supply and the tile company knew my husband has Multiple Sclerosis and we would pick products that was safe for him. The tiler laid the floor in the the first bathroom and there is so much lippage( uneven tiles) on the floor that it presents a fall hazard. When I presented to them what was wrong, **** the designer stated that it was good that I pointed it out so that they could fix it. The tiler tried to fix it but the tiles in areas are uneven. I pointed out the uneven even tiles but the owner of the company said that he would not be fixing it(even though he never evaluated it). He relied on the bare foot test of the tiles of ***** the Manager of Sales. The former ties were even with no lippage. There are other issues with the walls tile in the tub. Tile walls have lippage, sloppy **** job and the tile that has to be cut at a curve around the tub was cut straight leaving a big whole with caulk in. They said they would come back to put the bathroom back and fix the tiles around the tub. I just dont know what to do. Please help us.

  

  Business response

  07/25/2023

  Thank you for calling this to our attention . This customer has been very hard to make happy . We have had our master tile setter / project manager working on this project and we have been very forthright with our communications . We had a management meeting with client at there home and to be very honest we saw a very good tile job . There were a few  minor items that we agreed need to be fixed or replaced . We have asked the customer to have our tile setter come back out for this work , but the client refused . Upon that response , we offered another alternative with a different craftsman to make a visit for the work , but they again refused . We have the right to cure given state law , but we are not able to go back out . We are at a standstill . 

  We have offered a change ordered indicating we will not proceed with the second bathroom in their home , but they have not acknowledged us in writing on their acceptance. Again we are at a standstill . The latest request we made was to seek 3rd party mediation through NARI of ********* . We need to get direction here and we are currently stuck with our client not giving guidance . We believe arbitration will help move this along . 

   

  Thank you ! 

  AB & K Bath and Kitchen 

  Customer response

  07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The job was a substandard tile installation and the pictures sent to the BBB documents poor quality. We are unhappy with the work. We see uneven(lippage) wall and floor tiles, wall tiles that go above the partition wall, wall tiles that dont met the edge of the wall.  Also, tile that arent cut to go around the curve of the tub and sunken in tiles surrounding the tub. Cement on tiles and on carpeting outside of the bathroom.  Some minor problems are a Coke drink spill on the bedroom carpet, missing grout and uneven caulk job around tub and bullnose. The master tile setter had the opportunity to lay the tile correctly the first time but didnt but we gave him two more attempts to get it right. That is why we did not want the master tiler back. We have no confidence in him. On the two occasions, he removed around 12 elevated tiles, sanded the excess cement and laid the individual tiles unevenly in the space. The tiles were flat( no lippage) in the space. The master tilers recognized that the floor tiles were elevated in areas.The other craftsman that was sent stated he would not repair most of the wall tile and nothing on the floor tile. He was not going to correct all the problems.

  We agree to a third party mediation.

   

   
  
  Regards,
  
  ********************************************/ ***********************

  

  Business response

  07/26/2023

  We would agree to NARI  3rd party mediation . Let us know when to begin . 

  Customer response

  07/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********************************************
  

  Customer response

  07/26/2023

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

  The issue is not resolved  with A B&K but I agree to a third party review.

  
  

  
  Regards,
  
  ********************************************

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