ComplaintsforTropic Guard Industries, L.L.C.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contractor installed shower floor wrong and when he was here he repaired the floor three times and none solved the problem, water puddles sit on the shower floor. This was only one issue, he caulk an outlet to tile wall instead of securing to electrical box, did not secure vanity lights to boxs. These are only a few issues and I took care of all but the shower floor.

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/07) */ Good Evening, I have read through the complaint and some of it makes no sense, like "caulking an outlet to a tile wall"? Let me quote directly "he caulk an outlet to tile wall instead of securing to electrical box, did not secure vanity lights to boxes" This is not an accurate explanation of anything we did. I have also included a picture of that wall and if you zoom in you can see the electrical boxes that the vanity lights are attached to, I would also point out that these were previously existing in the wall. This picture alone is proof that what she has said is not accurate. You will also notice that the finish she chose for the wall is rough and uneven and the only reason there is caulk behind the face plate of the electrical outlet plate was to fill in some of the uneven surface behind the plate. The plate itself is still attached to the box. I have also attached a picture of the shower floor. Its not a great picture but it does make the point I need to make. This picture is prior to the grouting. You can see the slope, and you can also see that the material she chose for the floor of that shower is also rough and uneven as well. The material has highs and lows in itself and this is material she chose and provided for us to use herself. Nevertheless, ******** knows full well if she would have called us and expressed her concerns, we would have been more than happy to address whatever issues she has. Actually, we have been waiting for nearly 4 months to hear from ******** so we could come and do our final punch list and get paid the money she still owes us. We worked on this project back in the summer and knew we had a few items to finish, but ******** said she was going to New York on vacation, and we needed to wait for her return before we could come and do the little bit of finish work we needed to do. Remember, ******** still owes us a substantial amount of money. We tried repeatedly to contact ******** until we all began to get a message when we called that said, "This caller is not accepting calls at this time". We didn't know what happened. We also sent many text messages before finally giving up and resigned ourselves to waiting for her to call us to finish. It would seem somewhat obvious now that her phone was not out of service, she just simply blocked us. I had commented to **** that I believed she had taken it upon herself to do the little bit of finish work that was left and wasn't going to finish paying us, and after reading this complaint I feel my prediction was correct. It was her intention all along. In her complaint she stated it herself that "These are only a few issues, and I took care of all but the shower floor". She had no intention of ever paying us what we were owed. Let me say this, back in the summer we were struggling with labor (just like everyone else) we had two crews go down with Covid at the same time and it completely blew our schedule, so ********'s job did not go as timely as she or us wanted it to go. I even at one point offered to let her out of the contract completely but she chose to continue. Let me be as clear as I can be. We have been waiting to come and do our punch list (I also find it very interesting that ******** makes no mention of the actual punch list we had left to do in her complaint that somehow got completed). We did not abandon our job, nor did we call the job complete, nor have we ever been unwilling to deal with any problems ******** may have. We have been, and still are, more than willing to come and do whatever we need to do for completion and the only person that has stopped that from happening up to this point is ********. We will also expect to be paid if full every dollar that we are owed for the balance of the original contract and any additions and changes that were made along the way, once we are complete. Thankyou. Respectfully Submitted, Lucas B. Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The outlet was not attached to the box, and I also have picturers to show the work to repair outlet and light. I am not asking for them to repair anything but shower floor and the tile is used for shower floor. The pitch is wrong and the floor is smooth to the touch butthey came in sheets and he laid them out wrong uneven, he repaired it three times he was there. They knew I was going out of the country and the thousand dollars I held back went to an electrican and plumber, plus the having to buy screws for the shower trim, he used wood screws and caulk to secure plate to wall. As for having them come back to my house after he cursed at me I want nothing to do with them. I am not seeking anything else but the shower floor is wrong and if they were honest they would tell you how many times they had to redo things. Consumer Response /* (3000, 9, 2021/12/08) */ I would like to add they never asked if I want to get out of the contract. Believe me I would have. They never protected my wood floors nor anything else and the floors are all scratch and will have to be redone. He brought some of my neighbors in to see the job he did and one or two said they would never have hired him. Also the only time I had contact with Lucas was when I first contacted them and he came to my house to give me estimate never saw or heard from him again. Business Response /* (4000, 11, 2021/12/10) */ I spoke to a representative at the BBB today, and she confirmed to me that this is the only complaint we have ever had filed against us, ever. So I am going to address several things that were said towards us point by point. First, I, Lucas B. am the one writing this response and she said she never spoke to me again after I gave her the initial estimate, but that isn't accurate, and I have the calls/ text messages to prove it. Second, It was me that offered to let her out of the contract, so when she said we did not offer to let her out of the contract I know that's also an inaccurate statement. Again, I have the text message from her that led up to that offer. Third, the only things we had to re-do was because ******** decided she wanted the tile installed in a different pattern (straight lines stacked) than what was already being installed (brick staggered pattern), so we tore out all of the tile we had already installed and completely started over and changed the pattern to satisfy her. Again, I have the Text messages between her and I when we were dealing with this incident. ******** also indicates we had to do repairs "three times". He was not doing repairs, he was adding and touching up the grout which is not uncommon. Fourth, and very important, no one from our company "Cursed" at ********. What did happen, was "Jimmy" the initial crew leader that was working on ********'s finally got fed up with being berated and scorned and finally spoke up and told her she was not going to talk to either him or his crew like that anymore, he ultimately came to us and said he refused to go back to ********'s to work there again. So, we sent a different crew to finish. I want to address something specifically. ******** said, "if they were honest". I think that is kind of ironic, since we made every reasonable effort to satisfy our customer, and as she admitted herself, she held back money and had absolutely no intention of ever paying us. She used these kinds of insinuation towards us several times. "If you were honest", "if you were a reliable company". We are honest men, and we are also not hard men. We chose to not turn her into collections and we also chose not to lien her house for the money she owed even though it was completely within our rights. We do not take anything from anyone that we haven't earned, and most of the time what we do is very hard. We have over 20 years of customers and many millions of dollars' worth of business installed in that time to back up that claim, and we have many customers who absolutely love us. Have we always got it done perfectly? No, absolutely not. But, we have always done what we have needed to do to take care of our customers..Always..Just like we would have with ******** if she just simply would have called us and expressed her concerns to us and told us what she needed taken care of. It really would have been that simple, but instead we are doing this. Regardless of everything that has happened to this point we are still completely willing to come and deal with any issues that ******** says she has. If there is a problem with the shower floor we will gladly take a look at it and if it needs fixed, we will fix it, and we also believe it would be completely fair for ******** to pay us our final balance once we are done. Its Only Fair. Again, Respectfully Submitted, Lucas B. Consumer Response /* (3000, 13, 2021/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The man is a lier and every text I sent was to complaine. They never tore out the tile except for the ones they installed wrong I already said the John who was at my house cursed at me and he fixed the shower floor three times not the wall tile, except where he drilled holes in for the shower door that he installed wrong and I had to hire an Electrican to redone the outlet and lights and a plumber to fix the shower. If its not done right had can anyone expect me to allow them back in my house.

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