Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $1000.00 Refund Request We signed a contract with Bay Tile on April 2, 2022 for a simple 2-day backsplash job. Twice the job was delayed due to lack of materials ordered. Incompetent workers were sent out requiring two different removal and reinstallation of tiles. Four different crews worked the job. Openings for the outlets were not properly cut for the outlets. I spent hours fixing that. The field rep had to come out to finish the job.We were repeatedly told that the original work was fine till the owner/agent finally came out and said it was awful and couldn't believe her field rep had said it was ok! In December the field rep came out to redo one wall. I had him correct the pencil installation. When he started to leave, I informed him that the job was not complete. One outlet was not properly reinstalled and cabinet light rails were left hanging and damaged sheetrock was not repaired.=. He said he didn't do that work. He told me to call *****. I told him that he should tell ***** that the job was not finished.I made several contacts with ***** requesting a partial refund. Conversations ended with ***** telling me that I had mistreated the field rep. I denied that I had mistreated him. She repeated that she had faith in his work and word as he had been with them for 24 years. This is the same field rep that had accepted the work that she had said that was unsatisfactory. Attached is a detailed report of the work.

  Business Response

  Date: 12/14/2022

  ******************** Fountain came to the office to sign contract on 4/4/2022. We started this Backsplash 4/27/2022 I have attached the Original contract to the complaint as well.  This customer paid his final bill in full on 6/6/2022, assuming the job was completed to his satisfaction, nothing of the un-satisfaction was made to the office. 

  ***** was the original installer on the job, he called into the office several times stating that the (subway style) back splash material  was giving him a hard time installing. ******************** came to our office on 7/21/2022 months after the job was finished, unsatisfied with a few pieces of the material which was natural stone 12x24 cut down to 3x12 subway. This material is not a fabricated material it  is hand cut and when material is hand cut the material is never perfect, which was told to ********************. ******************** argued and was very rude to the staff, that the material was perfect and so on.

   

  The owners ****** and ***** spoke to ******************** on many occasions. We asked him to let ***** in the home to see the backsplash, which he did and ***** suggested we rip out the * shapes section that was not to ********* standards. When we sent an installer to come out to the home to replace the backsplash ******************** was being VERY prejudiced and making threats about the "Two guys from *******". This man has been AWFU* to the entire staff here at Bay Tile kitchen and Bath and we continued to try to make it right with ********************, we apologized for the inconvenience bought him a $100.00 gift card to Bonefish for his troubles, And offered to make it right by ripping out the job and replacing it at no cost to Mr. ************************************ There will be no refund of $1000.00 due to the fact we went out to replace the * shaped section ******************** was not happy with, When the installer got there to replace he said to only do one section, and that was not what ***** and ******************** discussed.

  2. There is no electrical on our contract, thus being said we are not responsible to put the cover plates back on or responsible the under cabinet lighting. he told ***** he would take care of this, thus extending the job because none of the electrical was done by the homeowner as stated.

  3. The Harassments and Threats  received from ******************** will be documented and a report will be made with authorities. Per the owner ****** he is not to step foot into the showroom or make any further threats or communication to Bay Tile kitchen and Bath or its employees.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18572013
  
  I am rejecting this response because:
  

  Bay Tile performance was unprofessional.   As to their response to this complaint, I find it appalling.   

  I guess that ***** (owner/agent) forgot that she saw the "finished" work and described it as awful and not to their standards.

  I never made any threats about Uruguayans.   That is a flat out lie.  

  I never made ANY threats and in the response ***** say I will be reported to authorities!  

  Stay away from these guys.