ComplaintsforMiracle Method of Colorado Springs

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tub refinish on Nov.2022.It cost $975..They guarantee their work for five years.Yellow stains have appeared on the tub.I called them and ***** came out and said it wasn't covered because of the type of body wash I use He offered to polish the tub for 175.$. I feel they should fix the problem Thank you for your help.****************

  Business response

  07/18/2023

   

  To whom it may concern,
  
  Our company performed a bathtub, sink, countertop, and window ledge refinish for ***************************** on 11/09/22. When the project was complete, the customer was satisfied with the work that was completed. The customer called in June of 2023 to complain of yellow staining. Nothing Miracle Method does as part of our refinishing process would cause yellow staining.
  
  Miracle Method sent a representative to the customers home as a courtesy to attempt to remove the staining with a cleaning solution, but to no avail. At that time, our representative explained to ****************** that this was not covered under her warranty which is only for failure of adhesion.
  
  There are various hair dyes, bath bombs, and body washes that will damage most any tub surface if they are not immediately and thoroughly rinsed after use.  This information is included in the Warranty and Terms of Service that were provided to the customer after the ********************** job was completed.
  
  Our representative showed the customer what he believed was causing the issue,which was a colored body wash. He offered to deep clean and polish the bathtub at a discounted rate to attempt to solve the customers issue.
  
  The customer refused our offer and, instead, requested that we replace her bathtub.
  
  We feel we did the best we could to address the customers' concerns. We performed an in-person assessment and offered a discounted solution to an issue we do not believe we are responsible for. 
  
  Respectfully,

  *********************;

  General Manager

  Miracle Method of Colorado Springs 

  ************ *244

  Customer response

  07/21/2023

   
  Complaint: 20333395
  
  I am rejecting this response because:I never requested a new tub.When ***** blamed body wash for stains and offered to polish the tub for an additional $175.. I told him I would look into it further.All I want is the stains removed.*****************
  
  Sincerely,
  
  ***********************************

  Business response

  07/25/2023

  Tell us why hereTo whom it may concern,
  
  In the desired settlement section, it states replacement. That is why we responded to the complaint with this idea in mind.
  
  
  We have offered a remedy for the customersissue that was not covered under warranty. Again, nothing we have done as part of the refinishing process caused yellow staining months later. We do realize that the customer is not satisfied with this response. However, that is the only solution. To remove the staining, we will need to send a technician to the home to buff and polish the bathtub. We will pay the technician to perform this service. As a small business, we simply cannot afford to do work for free. If we were responsible in any way for the staining, we would gladly send a technician at no cost to the homeowner.
  
  If it would help to remedy this complaint, we would be happy to take $25 off the cost of the buff and polish and do it for a total of $150.
  
  Respectfully, 

  *********************;

  General Manager 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 14, 2020 I had Miracle Method re-glaze a bathtub at ****************************************************************** for $625. The refinished surface came with a warranty of 5 years. (see uploads) The apartment was rented and the renter given strict instruction (and appropriate product) to use only gentle liquid cleaner. Because the tenant followed these instructions most of the tub is in great shape. However, the area around the drain did not adhere properly and has flaked off in a 1" -2" area around the drain. The tenant did not complain, so I didnt not discover this until April 2023 when the tenant moved out. The refinished surface is still under warranty, but the franchise in ***********, ** that performed the work closed in 2020. I was told by MM **************** that the exfranchisee, *****************, is personally responsible for warranty work and given an email address of ***************************** I emailed him several times beginning April 19th at this address and have not received a response. So far, the **************** of Miracle Method ************** refuses any responsibility or intercession on my behalf, and will not stand behind or warranty their product in ANY WAY, saying it is the sole responsibility of the ex-franchisee. They do not have a way (or are not willing) to contact the ex-franchisee on my behalf or cause him or another franchisee to make the repairs. Miracle Method should NOT be allowed to offer a warranty and talk about all the Miracle Method contractors near me if they will not stand behind their product as a company. They may say something in small print somewhere about each franchise operating independently, but this is not how the business model or warrantee is presented to the consumer. It is ridiculous to **** it off to an ex-franchisee and pretend it will be done! They should not to be allowed to offer a warranty anymore, as it is FALSE ADVERTISING.

  Business response

  06/13/2023

  I am writing to express my deep concern regarding a recent complaint filed against Miracle Method of Colorado Springs. As a franchise owner, I am acutely aware of the potential negative impact this complaint may have on my business if left unaddressed. The BBB has served my company with a complaint from a customer regarding a job that my company did not do.  The complaint was about a different Miracle Method franchise business located in ***********, **.  My company operates only in Colorado Springs, CO.  As each franchise is independently owned and operated, neither I nor my company have any involvement or responsibility for this work done by another company.
  
  In light of the recent complaint against a former *********** franchise, it is crucial to address a key factor that sets ** apart from traditional product-based companies as a service-oriented business, each Miracle Method franchise is individually responsible for the warranties they provide to their customers. It is important to note that when a franchise closes, the owner remains accountable for the warranties they have issued. The franchisor, in this case, has no ability to assume responsibility for warranties when a franchise ceases operations. Consequently, this situation presents a unique challenge for maintaining customer satisfaction and preserving the reputation of the Miracle Method brand.
  
  While I understand that the Better Business Bureau's primary role is to mediate complaints and facilitate resolutions, I kindly request that you give particular attention to the distinct nature of service-based businesses like ours. The closure of a franchise should not absolve the franchise owner of their warranty obligations. I urge you to leverage your influential position and please send this complaint directly to ***************** at ****************************** He alone is contractually and personally responsible for his warranty work.
  
  Thank you for your attention to this pressing matter.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/18/21 We used Miracle Method service to refinish our bathtub.Months ago the bathtub coating applied by Miracle Method began to peel in our bathtub.Because this job came with a five year warranty I attempted to contact the company.After several attempts to contact the local MM office, I contacted Miracle Method corporate office to submit a complaint and request the work to be fixed in accordance with my warranty.They stated my local Miracle method was a franchisee and have since closed.Therefore, they are not responsible to fix my bathtub.I let them know I felt that if they supplied the inadequate training and business foundation for the franchise and their work is substandard, they should be liable.

  Business response

  03/08/2022

  This complaint has been mistakenly directed to Miracle Method of Colorado Springs which services the Colorado Springs, ** market. Our franchise did not have anything to do with any refinishing work in *******, **. Please forward this complaint to the appropriate company that did the work so that it does not impact our ratings here in Colorado Springs. Thank you, Anelyn

  Customer response

  03/08/2022

   
  Complaint: 16813150
  
  I am rejecting this response because: As the ************************ you undoubtedly benefited from franchise fees paid by the ********* area Miracle Method Location. This is the location that performed the job on my bathtub, received training and supplies from you, and is the main reason why my bathtub is currently cracking. 

  When I called your phone number your secretary acknowledged this was one of your franchises but stated that they are now closed.

  I am simply asking that the work be re-done in accordance with my written warranty or that a refund is provided so that I can get the job done right with a reputable company.

  The work performed was done using your product and "miracle" method. Based on the work performed, the only miracle is that you are still in business.   
  
  Sincerely,
  
  *********************

  Business response

  03/11/2022

  Each Miracle Method franchise is independently owned and operated.  If customer has a valid warranty claim, then he should contact the company that did the work.

  Customer response

  03/14/2022

   
  Complaint: 16813150
  
  I am rejecting this response because:
  This company is notorious for not honoring their warranty.The BBB needs to hold their corporation accountable so they begin to stand behind their work.I recommend BBB provides a company rating that reflects less than honorable business practices. At this point I am requesting a refund from the company.
  Sincerely,
  
  *********************

*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. ↩