ComplaintsforGrub, Inc.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Grub *** to remodel my master bathroom in November 2021. They started work in mid-January & finished end of January/early February. After the work was completed, I brought up a couple of is***s that needed to be resolved, such as: a gap between the *************** grout cracking & peeling away, loose floor tiles, and uneven edges on the walls. *** (owner) agreed to fix them. When he sent someone out (August 19th, 2022) to fix the is***s, the worker replaced the 2 loose tiles but didnt fix the gap between the *************** The pencil trim that was put up to fix the uneven edges was done poorly. When I reached out again about the is***s that werent fixed and the horrible pencil trim work, I was told I would be ***d for slander if I reached out to them again. I hired a different contractor, KB ************* because they saw other is***s (noticed wall tile was put up first then floor tile this would cause water is***s down the line, noticed a good amount of tile lippage, noticed ****** wasnt put down on the floor) on top of what I brought up to them initially. They said the only way to make the bathroom right was to start from scratch. When they did the demo, they saw other is***s, such as: floor or wall tiles werent back buttered and a lack of Red Guard being applied to the walls to provide sufficient waterproofing. There was a good amount of mold on the subfloor around the toilet. KB ************ provide me with a report and pictures. I sent an email to *** asking for a full refund (labor plus loss of material) which comes out to be $3,919.14 with KB Tile &Stones report & pictures. He responded by letting me know that Im a liar, I dont know what Im talking about, and would *** me for harassment if I reached out to him again.

  Business response

  10/08/2022

  Please see attached contract and *********************** signed pamphlet.

  1) Customer did not have pencil tile installation on their contract. We added this as an extremely generous offer on Grub **** It is clearly NOT part of any contract and should not be included in any communications. 

  2) Grub **** did not tile the shower floor, it is not on their contract. The complaint that we "should have" tiled the shower floor first is non-existent and should not be included in any communications.

  3) Please note that the first day we arrived at consumer's home we were forced to leave during the middle of installation. The first day we arrived inside their home and began work (and mind you this was at the height of COVID pandemic), customer failed to inform us upon our arrival that his wife and child had tested positive for COVID. He also then failed NOT tell any of our employees that he was testing for COVID until later in the day. We had to leave the job immediately during the middle of the work day and he put Grub employees at considerable health risk!

  4) Please see attached email regarding when Grub *** tried to try to remedy any small issues with this customer. ********************** **** waited outside customer's home for 45 minutes with no answer at the door. After one last attempt to ring door ****, customer answered the door and customer told us to our face he did NOT know who we were and would not let us inside. Customer admits he did not let ********************** **** inside. 

  5) Regarding customer hiring a new contractor, our contract clearly states that Grub **** does not work with non-approved sub contractors. Contractor hired is not an approved contractor. We asked customer to have his newly hired contractor to call us directly if he wanted to discuss further to resolve. We did not hear directly from newly hired contractor.

   

   

  Customer response

  10/09/2022

   
  Complaint: 18154323
  
  I am rejecting this response because:

  Im including pencil trim is*** because the 2 individuals who installed the tiles on the wall couldnt do it correctly. There were a lot of uneven edges around the shower & bathtub. If they took their time & did it correctly, we wouldnt have needed the pencil trim. The worker who came to install the pencil trim did a horrible job. Again, didnt take his time & did it incorrectly. He also didn't clean up after himself. He left a big smear of adhesive on the wall. When I reached out to *** about the horrible pencil trim job (I provided him pictures) plus other is***s that werent resolved (gap between toilet & bathroom floor & grout cracking & peeling), he told me that he would *** me for slander if I ever reached out to him again.
  

  
  Im NOT talking about the shower floor. Im referring to the bathroom floor. The tiles werent back buttered. They were coming up even after they replaced 2 of the tiles. The new contractor who came in to redo the bathroom was able to take up every single bathroom floors with no is***s. They only thing that was holding the floor tiles together was the grout.
  
  You didnt leave in the middle of installation! I NEVER put anyone in any health risk do to COVID. When I found out that my daughter had COVID, she was at her grandparents house for the last 72 hours. I told this to **** letting her know that its up to the workers discretion if they wanted to still work, but if they decided not to, it was fine with my wife & I.
  
  When I answered the door, both *** & the person with him indicated they were here to fix my roof. I told them that I didnt have anyone here to fix my roof. Instead of identifying themselves, both individuals were outside yelling & complaining to me repeating that they were here to fix my roof. The next morning when they didnt show up right before I texted **** to see where they were was when I realized I ***************** the text. I sent a text to **** apologizing for the mistake. I also sent an email to *** apologizing for the confusion with no response at all.
  
  I hired a new contractor because of the poor workmanship, lack of customer service & the corners that were cut by Grub **** I provided *** a report from the new contractor indicating the is***s plus pictures. I told him if he has any questions and/or concerns, he can reach out to the new contractor to discuss (report had name & phone number). Instead of doing this, he sent an email back to me (I provided this in my initial complaint), indicating he would *** me for harassment if I reached out to him again.

  Sincerely,

  
  *********************

  Business response

  10/12/2022

  Once again, pencil trim is NOT included on this customer's contract. Any comments on pencil trim will not be addressed. 
  
  The customer's complaint that ********************** **** should have tiled a bathroom floor before or after a shower wall is incorrect. The customer has a shower pan so the shower floor does not touch the shower walls. There is no set standard of timing in tiling a bathroom floor that is completely separate from a shower wall. 

  Thank you to the customer for acknowledging that they knowingly put Grub **** employees at severe health risk for catching COVID as the customer told ********************** **** that their family member had Covid AFTER having Grub **** employees begin working in their home. Furthermore, while their daughter may have been at a grandparent's home for 72 hours when the customer finally told us of their Covid, the quarantine rule at the time Grub *** was invited into their home was 10 days. 
  
  Grub **** clearly never ever said we were there to fix a roof. Grub **** never has been in the roofing business and this is simply not something Grub **** would ever represent to be roofers. We repeat, Grub **** setup and gave the customer notice of an exact day/time when we would be there for these bathroom concerns. The customer DID NOT LET US IN THEIR HOME.
  

  Please re-read the section of the contract that Grub **** does not work (or speak) with non-approved contractors. Since the customer hired another contractor and altered Grub ****'s work (after refusing to let Grub **** inside their home) then the customer is in breach of contract.  ********************** **** will not address any pictures or comments of work completed from a non-approved Grub **** contractor.

  
  

  Customer response

  10/16/2022

  Complaint: 18154323
  
  I am rejecting this response because:
  

  Based on CDC guidelines, I DID NOT put your workers at risk because they NEVER interacted with my daughter on Wednesday, January 5th. Again, she was visiting family beginning Sunday, January 2nd and you were made aware the same day she was diagnosed. While the quality of the pencil trim work was cosmetic and outside the contract, it caused us to further investigate the quality of the overall work that was part of the contract. When we reached out to you to discuss our concerns, you told us to stop contacting you and also threatened us with groundless litigation. I have provided pictures and detailed information from an expert, revealing the defective work that was contained in the contract.Your responses have been unprofessional, which is why we are using this means of communication.
  The contract stated you would haul away the old tile &shower door. You never did and we had to find an alternative means of disposing the materials.
  The contract states All work will be done in a workmanlike manner according to standard practices & procedures. Pictures, expert testimony & instructions that came with the material tells a different story. Your workers didnt follow the instructions on the back of the box for the shower shelves. Step 3 of the instructions state: Push the accessory (shower shelf), projection first into the adhesive to ensure good contact,& tape in place until the adhesive bonds. The accessorys back should overlap the wall tile. Shower shelves NEVER overlapped the wall tile & was never taped in place for the adhesive to dry, because of this the shower shelves were coming loose. If no action was taken, they would have fallen & could have hurt someone. The gap between the shelf & the wall was roughly a half an inch thick instead of it overlapping the wall tile. It took a lot of grout to fill in such a thick gap which caused the grout to crack & break.
  Furthermore, there was a large, visible gap between the toilet & the floor tile which exposed the wood subfloor. This would have been seen when the workers put the toilet back on, but no one made any effort to fix this. Because the wood subfloor was exposed, water and moisture caused mold to grow on the subfloor. The workers couldnt cut tile edges evenly (1/8th inch discrepancy between tiles) to make a straight edge around the tub or shower. Bullnose tile or ******** L-Trim wouldnt have fixed this.
  The workers also lost the shower head ring that goes against the wall and instead of buying the correct one or requesting that we do so,they decided to install the wrong size & put a wide band of caulk to hold it in place. The caulking around the shower, shower edges & bathroom edges were done carelessly, leaving smears, streaks and globs. The tiles were installed unevenly, creating a lot of lippage (roughly an inch or more). Per instructions on the box, it states to follow the **** standards which states that 1/16th inch (thickness of 2 credit cards) is acceptable.
  Professional feedback also revealed that the wall tiles were installed before the flooring. The wall tile next to the shower & bathtub were installed all the way to the wood subfloor. When the floor tiles were installed, roughly a half inch gap between the floor tile & wall tile, which required a lot of grout to cover. Over time, the grout started to crack/break and eventually disappear. These issues made it easy for water to get to the wood subfloor.
  Overall, based on the evidence & expert feedback, your workers had no experience in tiling especially in a bathroom because they didnt follow standard practices or procedures. If you are willing to admit your mistakes and provide me with a full refund (labor plus loss of material)which totals to $3919.14, Ill remove all the negative reviews Ive posted and we can leave on good terms.

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

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