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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our kitchen sink had a long but small hairline crack in the bottom of the basin. After research we had reached out to miracle method and decided to move forward with their application to refinish the sink. We were told the new material would be stronger than the original maternal but also instructed to not use sink for 24 hrs after application and to avoid harsh cleaning materials. Both have been followed. It started to chip within a week and then come out to fix but also required another 24 hrs waiting to use which we followed. In the week to weeks since application we had problems of cracking and peeling and I have reached out to the business nicely requesting a refund but after weeks of no one answering phones or if I was able to speak to someone nothing came of it, I have been left frustrated. Currently our sink has a large gash and looks horrible. Food particles and water and now seeping underneath the material they applied and we have to purchase a new kitchen sink. I provided a timeline below of applications and attached the most recent image of what the sink looks like. Photo taken 6/16. I understand the solution may work for some people but for us it did not and Im simply requesting a full refund. Timeline Initial application - March beginning of March New application after first peeling issue -March 29
Business response
06/17/2024
Hey there, we are sad to see you having issues with your project. As discussed before we can not issue a full refund due to your project being under warranty, including coming out stripping it back to the original sink and redoing the project. You have 5 years from the start of the project for your warranty. As we discussed you did not want us to come out to redo the project since you are getting your countertops changed out. After discussion with the owners we are able to give you a partial credit since you decided to change out your countertops and just get a new sink instead. With the transition of ownership and some changes with our staff we do apologize for the delay you are experiencing and we are working on a solution to get your partial refund distributed.Customer response
06/18/2024
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.
Sincerely,
***********************Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Shower reglaze for $1450, completed 11/25/20. When I could start using the shower, I saw some areas void of glaze. I contacted ************** photos asking for fix. Appt scheduled for 12/18 for tech to fix the problems. Took day off work; no one showed. I called & asked when they'd be there, to be told the scheduler made a mistake & didn't schedule my appt. Rescheduled for 12/20, tech came last min on 12/19 to fix the issues; however, when she finished there were still incomplete areas. I pointed them out to the ********** told me she'd let **** know & someone would be out the next day to address them. I waited on 12/20, no one showed up. I contacted them & was told my job was marked completed. A repair was scheduled for 12/24. The result of that, the tech had used only caulk to "fix" the areas that weren't properly covered with glaze. I contacted **** with that information. Scheduled to have a tech come out again on 12/28 to fix the problems. This was another no show. They said they came to the house, no one answered; however, I was home (took another day off work) & also asked that they call me when on the way. None of that happened. 1/4/21 met w/**** in person so he could see the issues. **** agreed it needed to be fixed, another appt was set. After this appt the job appeared complete to me, until a few months later the glaze started to flake off. I sent photos to **** on 4/6 & asked for my money back. Instead, **** scheduled for him & a tech to come out to fix everything. I posted review re experience. Since then the glaze has continued to deteriorate. 7/15/22 sent **** photos & said I wanted my money back. He said since the job was still under warranty, he could have a tech come out to fix it. I reminded him that had already been done several ********* wanted my money back. He told me I could have a refund as soon as I removed any negative reviews from online. I removed my review but instead of refund received letter for me to indicate in writing re stipulationInitial Complaint
08/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Approximately, 1 month ago a representative from Miracle Method came to my house for a quote, I spoke with Danielle, also present was my sister-n-law, I asked if they can do a off shade of white with flakes to give the simulated look of granite. I was shown a couple of examples, and settled on one that was a oyster color, Danielle stated that she would have to talk to her husband to see if flakes could be included in the process. After returning from outside she stated it could be done. I also showed her a picture of my counter tops from my previous house in Colorado as an example, they where quartz with a hint of flakes. She agreed that it could be done. I signed a work order with the price of 1750.00. On 7/29/2022 I called to make sure they were coming and that I wanted to not get the island done as we where going to get a new stove top and would put real quartz in there instead. After 3 texts and 3 calls another lady (Amy) said it would be 1400.00. I said ok. I was out of town at the time but my sister in law was home when they arrived to do the work on 3 Aug, after the first day she asked the installers where is the flakes, they stated after they dry it will appear. It didn't! The counter tops are a prime white (shockingly extreme white) with no gloss or sheen. It is not what I requested. I phoned the company and explained to them what the problem was, they said they would contact Danielle, who then called me back and said "look at your invoice it says prime white, (but it doesn't) and basically called myself and my sister in law a liar. Another representative Mike called and demanded payment and said if I paid the 1st amount they would come and fix it for a additional 1400. I told Mike, the product color was wrong and there is no flakes to make it look like a granite counter top. He again told me the receipt says PRIME WHITE, which it does NOT!!, and called myself and Rebecca Brown a liar. They're demanding payment threatening a lein of my houseBusiness response
08/31/2022
Business Response /* (1000, 5, 2022/08/15) */ Meeting with **** he discussed wanting to do his kitchen countertops as a surprise for his wife while they were out of town. **** had shown a picture of his quartz countertops in a previous home. He wanted something similar- simple and white. He was told that our company does not offer any products or colors that mimic quartz. He was shown pictures of our work that mimics granite. He then stated he wanted just white. After taking a phone call in his kitchen between Danielle, Mike (the owner) and Brain (the technician manager) we came to the conclusion that we could do a white for the countertops. It was explained in detail that it was not something we had done in the past. We would use our "Miracle Method White" primer and a topcoat. It would have no flecks to it. After showing multiple color options that did have flecks, he did not like any of the options. So, we settled on white. As signed on the original quote with the color "MMW" (Miracle Method White) on the quote we moved forward. The countertop was done and for it being something we do not do typically it turned out beautiful. When **** arrived home, he called and was not unhappy with the project but stated he did not like the color selection. After multiple calls to figure out a solution Danielle called **** to follow up. Starting the phone call, she made sure to address that we do not think he was lying, but simply may have not understood. He then stated he wanted something that was off white with flakes. At the original estimate he was shown the color Yukon which is off white with a simple fleck, and he did not like the color. We have stated we are more than willing to change the color to something he and his wife will be happy with, but **** had decided not to pay. Unfortunately, we have seen this happen when done as a surprise for the spouse they come back not happy with the decision made without them and the choice of design. We would love to start a new project with a new color for **** once this project is paid in full. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not once was prime white discussed. I am attaching any invoice and it clearly shows not MMW no prime white, so they either have the wrong invoice or are trying deceive someone. Even if I did want this choice, where is the flakes? Where is the shine or sheen? I will gladly pay for this once it is corrected. Also, both Mike and Danielle said I was wrong in what I wanted and they where right. They're multiple calls where not how to fix this but to insinuate that both myself and sister-in-law where wrong and demanded payment for a product that is not what I wanted. Attached is original invoice and way the counter tops look like.Initial Complaint
12/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I hired Miracle Method to refinish kitchen counter tops and a bathroom.shower stall vanity and tub. Throughout this process the finishing have either started to come completely up or the finishes fade. I have repeatedly had to call this company to.come back to my home and redo the finishing. They never come when they say they are coming nor do they call you back. Finally one of the employees came for the fifth time to redo the bathroom shower floor. I also showed him.a spot on the vanity that the clear coating had faded off. I wanted him to do that because it is so hard to get them back out to your home.The employee supposedly wiped the sink and sprayed a coating but the coating wasn't done. The sink was a matted look. I contacted the company several times that same day. Finally the owner calls several days later.and says that I had voided my warranty because I had used a product to remove the coating. That was so unbelievable to me because I used the product they gave me to always clean the surface. I even showed him the bottle! Now he is not honoring the 5 year warranty and wants to charge me a service call of 500 dollars to spray the sink with a clear coat.. Mind you this should be under warranty because it has only been 5.months! I want the job done correctly and the warranty honored and if not I want a refund for what I paid to have the vanity done!Business response
02/25/2022
Business Response /* (1000, 9, 2022/01/19) */ We are more than willing to come back out to ****** ********* home and repair the damages, but we can no longer offer free repairs. We feel we have gone above and beyond to try and repair the chemical reactions thus far but will have to charge a service fee moving forward. Business Response /* (1000, 10, 2022/01/19) */ ***Document Attached*** We started ******'s project on 4/22/2021. We have noted multiple times coming out. (1/3/2021, 4/29/2021, 5/24/2021, 9/10/2021) The issues to ******'s projects where that she was using cleaning products that had bleach in it. Which in our terms of service states if you use these products it is not covered under warranty. ****** states she was using the product was provided, but this was only after we had come out for the first warranty callback. She had used the harmful chemicals so much it created a chemical reaction with our products creating damage that is very hard to correct once it happens. After the first warranty call back we did not charge her for the additional times coming out, even though stated in our terms of service which she signed should have been charged for. After so many times trying to fix a chemical reaction caused by her product we had to start charging. We also have a signed invoice, which is signed once the job is completed and the customer has reviewed the work done and is happy. There were no issues upon finishing the project. Attached is the signed terms of service. Consumer Response /* (3000, 12, 2022/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dates that are listed in their response have nothing to do with the bathroom vanity. This company only came to my home once after the initial refinishing that started on April 22.2021 and completed April 24 2021. They did came in May to respray the clear coat on the bathroom vanity again because the surface became gritty and dull looking.That was the only time they were called for the bathroom vanity. I called Miracle Method on Monday April 26 right after the initial refinishing to inform them that the kitchen counter tops were not evenly colored. Mike came to look at the kitchen counter on April 29 and he stated that the counter tops had what they call tiger stripes and he would send his employee back.out to re-do the kitchen countertops again. I don't have a clue why he listed 1/31/21 because the refinishing wasn't even done until April 22 2021 . The date of Sept 10 had nothing to do with the bathroom vanity at all. That was the date that they came out to fix the bathroom shower floor that we also had refinished by this company on Jul 22 2021. Needless to say the shower floor has also come up for the fourth time and Miracle method does not want to honor the warranty claiming harmful chemicals have damaged the surfaces. All of the surfaces that had been refinished by Miracle Method was NEVER cleaned by any hazardous products. We were told in the very beginning to not clean surfaces with bleach or abrasive cleaners. We knew that they would damage the surfaces. Why would we waste 5,000 dollars and damage our own counters and bathroom??? . We would have to be insane to continue to use products that we knew would damage the surfaces! We cleaned the surfaces with the product they recommend. My husband drove to the office and received two bottles of Miraclean. Miracle Method is not being honest in their response here even giving inaccurate dates. They mention that I signed an agreement stating that I was satisfied but the didn't mention that it was the day the process was finished and still wet. It takes 48hrs to dry and once it dried I called the very next day to complain about the discoloration. I have my call logs showing how many times I have called this company about the problems I had with the refinishing. After I submitted this claim to the BBB we have contacted them again about the shower floor coming up and once again are not honoring the warranty on this as well. I am submitting pictures of how the shower floor looks after being redone 3 previous times(the last time being Dec 17 2021). and in 2 weeks the shower floor continues to come up withou ever being cleaned! It never adheres to the floor. This company wants us to pay 500 per service call to even come out and look at damage and they want payment to be called into the office before they come. They have to be the worse company we have dealt with since moving to Florida in 2020!
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