ComplaintsforElectro Bond Refinishing

• Initial Complaint

  01/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday, August 22, 2022, ****** from Electro Bond Finishing arrived around 8am to reglaze our bathtub. He appeared to be under some type of substance abuse and quickly performed the service and did a poor job. Once the product was completely dry there were inconsistencies with the application of the product causing the bathtub surface to feel rough and uneven. Somehow, he even got the reglazing product on our walls. We called the company for corrections to be made and they sent ****** out to our home again on Tuesday, September 13, 2022. This resulted in a horrendous repair job. There appeared to be hair drying in the reglazing product. I can only hope it was the bristles from the paint brush rather than hair. There were pockets of the tub bubbling causing the reglazing to peel as water was caught underneath. I reached out to ***************************, the Service Manager and she immediately responded with excuses for ******* poor workmanship and offered to send him back out a third time to repair. We refused, not willing to risk a third disaster nor did they have a different technician to send. She asked for an email of pictures, which we sent to her and never received a response. The tub has gotten worse and we want a full refund of the cash amount we paid of $626.50.The poor workmanship of the technician and the nonchalant excuses made by the service manager show me this business does not value their customers.

  Business response

  01/30/2023

  Per our contract that has an 11 year warranty we ask that all issues be notified to the company within 48 hours. If a customer refuses to let us come and fix something, that falls under neglect. 

  Customer response

  02/01/2023

   
  Complaint: 18946834

  I am rejecting this response because: my husband called them immediately to correct the initial botched application but they could not send out a technician when we requested. Their suggested days of repair was always for days that were convenient to them, rather than us the paying customer. What respectable company goes out of their way to inconvenience a customer? Furthermore they only offered to send ******, hes already done a terrible job twice. The audacity to accuse us of negligence shows how unprofessional and incompetent this company is. It is not our fault theyre incapable of hiring sufficient and efficient workers. My husband and I both work full time jobs and have other responsibilities to attend to rather than call a company every week to correct their terrible work. 
  
  Refund us our money since you clearly take no pride in your workmanship.
  
  
  
  Sincerely,
  
  ***********************

  Business response

  02/13/2023

  I am going to need some time to look further into this matter as shortly after the complaint was filed, my father passed away and I had to make an unexpected trip to Alabama.  I will attempt to respond within a week.

  Customer response

  02/14/2023

   
  Complaint: 18946834
  
  I am rejecting this response because: although I empathize with your loss, this business always has an excuse for why they cant do their job properly or respond in a timely manner. The technician was allegedly dealing with a loss hence why his workmanship was so crappy. Give us a full refund! There is nothing else to look into with this matter!!! 
  
  Sincerely,
  
  ***********************

  Business response

  02/19/2023

  I have had a little time to look over this situation.  First, when you "assume" the technician was "under some type of substance abuse" I wanted to dismiss anything else you had to say as ****** is the cleanest person, never doing drugs or drinking, and I have known him for years and years.  Did he do a poor job? I don't think it was a poor job, I believe it was a tub that had a lot of dust pimples all over it which is caused by dust in the room.  Some rooms have more dust than others and it is difficult to guess which ones could be affected.  Although the tub is dry enough to us in ***** hours, it takes up to 3 weeks for it to cure completely especially in summer.  So instead of making a huge mess of everything, we had to wait until it was dry enough to sand.  That is why we came back on September 13. 

   

  You stated that you sent pictures after that service call but we never got them.  I looked at the pictures on this complaint and I see dust pimples, a large area peeling, a chip and a hair.  I don't know how the hair got in there since he wears a hood while spraying.  All of this is able to be fixed.  The peeling has been going on for some time and that is actually not covered under the warranty as the contract clearly states that the company is to be contacted within 48 hour.  When it is reported right away, we can fix it in a short time and a small amount of material.  By waiting, it will take longer and cost more in materials.  That being said, even though you were uncaring about my father passing or ******'s mother passing, we do still care about your job.  At this time, we only have one technician and will come back and take care of the problems on the tub.  You have an 11 year warranty and we will honor that, even fixing the unwarranteed problem.

  This is my only offer.  We do not refund as we will always honor our 11 year warranty.

  By the way, on the original contract it states in bold "I accept and agree that work performed is to my satisfaction" and then it is signed by **************************  *********** call sheet is also signed.  At that point, we thought you were happy with the work.

  Customer response

  02/25/2023

   
  Complaint: 18946834
  
  I am rejecting this response because: had this been a professional and honorable business they would have have responded with a simple apology and immediately offered to make it right. However, they chose to make excuses and reject the criticism of their technicians workmanship. Whether they like to hear it or not, ****** appeared to be under some type of influence. Since theyre are saying he was dealing with a death in the family, it is not far fetch to assume he was self soothing by means of substance abuse since this company only has one technician and the man was under extreme pressure.
  

  The business cannot reject he performed the service poorly since they were not present to perform a quality control inspection. ****** performed the service in heat of the summer, he did not have on a hood as they claim. If he had of been wearing a hood in the extreme summer heat, this would further prove he was under the influence of a substance. To insinuate that our tub had dust pimples, is laughable. Weve had this service done before, 7 years ago, and have never heard such a thing. The technician properly sanded and prepped the tub for the reglazing application. The process took 72 hours for application and completion. The fact that Electro Bond completed the project in less than 30 minutes for the initial application and the so called touch up was an immediate red flag.

  The peeling of the tub started after the failed attempt to correct the rough surface of the initial application. The tub peeled because of their faulty product and application. When I talked to the service manager, she admitted it could have been a bad batch of the product. Now that they are being called to task, they are digging deeper into their bag of excuses. The 11 year warranty on the paint shouldnt be peeling so quickly. 
  

  We did not wait long to reach out to this scam of a company regarding the poor quality that was done. We immediately informed them of the issue, the wait came on their end because they only have one technician. Additionally, ******* signed the contract immediately after ****** finished the application the first time. The product was still wet and he was told by ****** that we should not get too close to the tub, it wasnt until the product dried after the necessary days that we examined the tub and saw that there were issues. 
  

  Lastly, the business wants our empathy because they are dealing with death in their families. We have as well and when I spoke to *********, the Service Manager, I offered my condolences. However, life happens and life must go on. Experiencing death does not mean you get a pass on performing an unsatisfactory job. People die every day and had we been unable to pay this company, they would not have performed the service and would be suing us for failing to pay. Offering to send ********************* out is insulting and is not an option for us. If they do not refund us our money and if the BBB fails to intervene, we will proceed with other measures and will request far more than the $625.00. At this point, we feel extremely uncomfortable and concerned that other factors are at play here.

  Sincerely,
  
  ***********************

  Business response

  03/08/2023

  I have discussed this situation with ****** and he would like the opportunity to rectify the situation with the bathtub.  Please let me know when would be convenient for you.

  Customer response

  03/11/2023

   
  Complaint: 18946834
  
  I am rejecting this response because: under the distressing circumstances and after doing additional research on this company, we have learned we are not the only ones to be affected by their poor workmanship and customer service. We do not feel comfortable allowing ********************* into our home. Please refund us our money. That is all we are asking.

  
  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. ↩