ComplaintsforAAA Dura-Glaze Reglazing & Repairs

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have reached out to Matthew M**********, the owner of AAA Dura-Glaze LLC (###-###-#### | **************** | **********************). We continue to have many issues with our bathtub due to a product defect. Our initial job to reglaze our tub took place on July 29, 2021 and the company came out for warranty repair on December 13, 2021 and then January 24, 2022. We have had ongoing issues as you can see with the attached photographs. Matt has said he warranties the product for 10 years, but after the first year there is a $150/hr fee to repair. Because of the ongoing issues, that would be throwing good money after bad. He doesn't understand why we are the only customer to ever have this problem and is happy to come out and charge me to repair the tub that he hasn't really fixed to begin with. He is willing to redo it entirely for $400 dollars, but since it only lasts for a few months, it clearly is not a wise decision for us to have him work on it. None of his warranty work has been sufficient. I appreciate him wanting to fix it and the original work did look great. It needs to hold up and having it redone every few months is a waste of everyone's time. It is reasonable for Matt to refund us the money.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired AAA Duraglaze to reglaze a bath tub and tile in my bathroom. They completed the work in July 2021. I pad them $1995. After allowing the finish ample time to cure, I used the shower one time and then had the remainder of the bathroom remodeled. I started using the bath tub again several months later and almost immediately the finish started to discolor and chip. I contacted the owner several times and he finally agreed to send someone to "take care of it". His worker came over and was going to charge me to "fix" it. I said that I was never told there would be a charge and so he dabbed some touch up product on and suggested some method for me to try and clean the discoloration. He charged me $15 for an old used bottle of touch up product, to that I could touch it up in the future. The finish continued to fail, almost flaking off as well as chip, including one rather large piece of finish. I contacted the owner several times ( I have saved all of the emails) and he repeatedly told me that I must have used bleach or another abrasive cleaner and compromised the finish, which I did not. I instructed my cleaning lady to not clean the tub or tile from day one. I am the only person to have very carefully used and cleaned the tub and tile. In the end, I had to have the entire tub and tile removed and new installed which cost over $8,000. The original work included a ten year warranty but did not last even one year. I feel that at least a partial refund of my original payment would only be fair. I can scan forward you copies of the bills and photos of the issues. I will produce photos as well if you believe that you can assist me. I wasted a tremendous amount of money and time on this situation.

  Business response

  11/08/2022

  This customer originally contacted us with images of the discoloration in the bottom of the tub and a discussion on the phone, when asked what products were applied the customer said their cleaning lady was the one who cleaned this bathroom first and they had no idea what was used. It was an obvious void of warranty (we have been in this business for over 40 years now). This customer had a specific written ten year limited warranty, which they signed once work was completed but they voided this warranty. Regardless, they contacted us again regarding a chip, unusual unless caused by physical damage but we immediately offered to remedy the situation and went out to look at and repair anyway. The offered repair was declined. The customer did take a new bottle of touch up paint, which is custom made on the job to ensure color match. The customer contacted us again after this trip out for repair was declined. The agreed via email that it could have been their cleaning lady and tried to correct/clean off the problem with the tub bottom on their own with no resolution. We tried contacting customer via phone, which are also reminded of the call via email. They still did not want a resolution from our company. Months later, the customer contacted the company again via email with cracks/bubbling in their finish. We now offered to come out and repair at no charge, covered by warranty. They declined. They continued to email the company threats requesting monetary resolution, which as signed in contract, we only offer materials and labor via warranty. Unfortunately, this customer declined our free of charge repair and refinishing service. Signed contract can be provided if needed.

  We are not affiliated with BBB but want to ensure that it is clear we not only stand by our warranty but offered to resolve all issues this customer brought up, despite their voiding the terms. They chose to remodel their entire bathroom at a later point.

  Customer response

  11/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I was never offered for the company to come out to repair anything free of charge.  I had already remodeled my bathroom.  It was unsightly and unsanitary so I had no choice but to replace the tub and tile after I had already remodeled the rest of the bathroom and the finish did not last.  I am attaching some photos.

  I have saved all of the email correspondence and would like to forward them to the BBB if you will tell me the best way to do that.
  Sincerely,
  
  ******* **********

  Business response

  11/09/2022

  Hello

   

  Since warranty was voided and services were declined we will not longer continue to engage.

  Please see this response from us to customer, dating back to May, in order for us to close this out on our end:

   

  "Heather 
  
  
  I don’t issue refunds on jobs completed 
  This is why you have a contract with a warranty on work that was done and signed for 
  
  
  I’ve tried to be more than fair with communication and options to remedy any and all of your concerns 
  I have offered several times to come back out and repair any issues you have with no question and with out any charge Despite of what happened with cleaning lady ect ect and my thoughts about that
  
  
  You have declined all of those offers  
  
  
  Obviously it is your choice if you would like to have everything replaced instead  
  
  
  I’m still willing to come back out and repair things if you choose to do so in the future"

  Customer response

  11/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I contacted AAA Duraglaze after this several times and the refused to answer.  The bottomline is that their warranty is useless.

  I used extreme care with the tub and tile at all times.  I did not want them to come and "fix" the job because after how quickly the surface failed, I had no confidence in the product or company.  I was never offered to hav the "fix" done free of charge, but rather at a discounted rate.

  At the very least, I would like to warn other consumers about AAA Duraglaze and their "warranty".  I would hate to see others waste $2000 and lots of time and energy!
  
  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. ↩