ComplaintsforThiel's Home Solutions

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 2020 Thiel’s refaced my kitchen cabinets, including the ones next to my stove. The laminate used on the cabinets and drawer on both sides of the stove is peeling off. I contacted Thiel’s and they sent someone out to look at the cabinets and drawers. I have a warranty from Thiel’s through Cabinet Restylers for Limited Lifetime Warranty and 15 year Labor Warranty. Thiel’s told me that I would have to pay for the repairs because it was caused by the heat from the stove and that is not covered by the warranty. That is not stated in the warranty that I have. They insisted that it is. When my son contacted Thiel’s they told him the same thing and sent him a copy of a totally different warranty than the one that I have that they gave me at the completion of the job. The one that was sent to my son stated they don’t cover heat damage done to cabinets. It’s not my problem that they changed the Warranty but the one I received at the completion of the work does not state anything about heat damage. The one I received at the completion of the work has a date on it. The one that was sent recently doesn’t. I honestly don’t know how they can run a business of refacing cabinets in the kitchen and not put on a better product and adhesive to guarantee that the laminate stays on. I would like the damage cabinets and drawers repaired with new laminate and a strong enough adhesive used so that it doesn’t happen again.

  

  Business response

  04/04/2024

  Service was completed on 4/4/24.  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, My new tub buckles when you step into it and makes cracking sounds. I went to local Home Depot and Lowe’s and there cheapest tub does not. Therefore I asked the company for a spec sheet. I thought I had purchased a bath tub but according to this spec sheet my walk in shower was replaced with a tub liner. I have been robbed and forced to sign a fraudulent contract. I have brought this to the attention of my finance company and the company it self and they are offering to reinforce the liner but they do not sell my tub size or manufacture it and said they will not let me out of the contract.

  

  Business response

  03/20/2024

  Thiels has been attempting to contact customer to discuss resolution and schedule service.  At this time, customer has not returned any of our communication 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  With this named company which I was told would take 1 day for installation of an 11,193.00 bathroom. The sales order was signed by myself on 2/28/2023. As of todays date (7/18/2023) I have a toilet and that’s it. On the date of purchase everything was measured and 2 days later another person (*****) came to measure. About 4-6 weeks later they arrived to install and the shower doors were wrong. So no install at all. My husband was refunded for missing a day of work to be here for the install. Another 6-7 weeks later and many, many phone calls the shower doors finally come in and oops again the shower doors are wrong. At least I got the toilet put in at this time. I asked for compensation and nothing was given because of the compensation for missed work on the last mistake. Ok, 3 weeks ago again after many, many phone calls the doors are finally in. Guess what WRONG SIZE AGAIN. So now I sit and wait again with NO usable shower and my husband having a very hard time with the stairs to use the upstairs bathroom. Of course my check was cashed months ago.

  

  Business response

  07/31/2023

  Services were completed on 7/20/23. This matter is resolved

  Customer response

  08/01/2023

   I am rejecting this response because: yes, the work was finally completed on July 20th 2023. That does NOT account for the 5 months that I was without a shower and a part of the time without a toilet also. All the summer holidays with the exception of Labor Day I had guests that had to track through my house to the upstairs bathroom. Well, the guests that could handle the steps to upstairs. I will never be satisfied until I am refunded a good amount of my 11,000. Paid back to me. I signed the sale document February 28th  The work was completed on July 20th. Summer holidays over. Received 1 phone call voicemail from a ******. I returned his call and left a message when I was off of work. He has never returned my call. They don’t hesitate to cash checks from me before the job is finished though.

   

  
  

  

  Business response

  08/07/2023

  Thiel's Home Solutions and the customer have reached an agreement. This matter is resolved.

  Customer response

  08/11/2023

  I was promised a settlement on 8-14-2023 from ****** by phone and have not received it as of 8-18-2023. I will close this complaint when the settlement agreed upon is received.

  

  Business response

  08/18/2023

  The refund check was mailed out on 8/11/2023 and we varrified that it was cashed on 8/16/2023.

  Customer response

  08/21/2023

  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.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Their ****************** needs to be controlled. I am getting excessive phone calls from them. Never expressed any interest in doing business with them AND am NOT in the market for tubs or remodeling. Here are the phone numbers that have called me since mid-June 2023: 419 292 **** 419 308 **** 419 318 **** 419 318 **** 419 359 **** 419 718 **** 419 718 **** 419 718 **** 419 719 **** 419 719 **** 419 719 **** 419 719 **** 419 719 **** 419 834 **** 419 834 **** 419 834 **** Please make them STOP and REMOVE my name from their call list.Thank you.

  

  Business response

  07/12/2023

  To opt out of all future communications, please go to ***************************************************************************

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bathroom Shower Enclosure Severely Stained – The bottom tray, pan, of the enclosure has become tarnished with a yellowish stain and can not be cleaned. Thiel’s issued a lifetime warranty for this. I want this replaced or my $7,000 dollars refunded so that I can have another firm replace this. A) I have meticulously followed the cleaning and care directions that came with the unit. B) Thiel’s has sent technicians to my home on two different occasions concerning this problem. On each visit, they used powerful smelly solvents and chemicals in attempt to remove the stains….. nothing worked. C) Finally, they called me and stated that they would come over and try abrasives. That is unacceptable. The care directions specifically forbid using abrasives and for good reason. Abrasive cleaning will destroy the luster and gloss of the enclosure and, over time, look absolutely terrible with embedded dirt. *See Uploaded Attachment – Lifetime Warranty against fading and yellowing. *See Uploaded Attachment- Technician’s visit documenting that he tried various chemicals with no success. [Order #*******, Installation Date 2-6-2018, $7,000, Acrylic-Antimicrobial, Thiel’s Home Solutions]

  

  Business response

  06/27/2023

  This customer called into our customer service department on 4/20/2023 and complained about the stains all over the shower base. We quoted him a $125.00 base service fee and he accepted, understanding that the warranty may cover products, but not that we did not cover the workmanship past 1 year. We submitted this warranty claim to Jacuzzi bath, the manufacturer, and they advised us to go out and inspect the area deeper and to attempt to clean the area with denatured alcohol. Thiel’s Representation went out on 6/5/2023 and he used a cleaning rag and denatured alcohol and removed most of the stains, finding out that it was simple dirt build up over the years, not stains. We advised him that we would need to use soft scrub brushes to lightly scrub the area in the corners and edges to get it completely clean. He argued that this would void the warranty and we explained to him that the manufacturer advised us that this is the process that they recommended. The customer made it clear that he wanted a new base and nothing else and we explained to him that Jacuzzi denied the claim for a new base and advised him to clean it properly. We waived the service fee as a one-time courtesy. At this time, there is no other service we can provide for this customer. These are not stains but are dirt stains that the customer needs to properly clean. We have found the customer’s request for replacement or refund to be unwarranted.

  Customer response

  06/30/2023

   I am rejecting this response because:
  Unfortunately, Thiel's Home Solutions is not standing by the lifetime warranty that Thiel’s provided to me at time of purchase. I only agreed to buy their bathroom product because of the excellent quality of their leaf gutter guard system that lasted me many years. Because of this decline in service and quality, I won’t be proceeding with a purchase of a planned kitchen remodeling from Thiel’s. However, I will be proceeding with my complaint with numerous other agencies. Ultimately, I will seek satisfaction from the courts to enforce their warranty. Two different technicians spent a considerable amount of time trying to remove the stains (not dirt). They could not despite using different chemicals. Finally, the Thiel’s representative told me that, as a last resort, they will try abrasives. That is unacceptable. I’m sure that abrasives or even steel wool will remove the stains but ruin the finish. Thiel’s response is unacceptable.
  
  

  

  Business response

  06/30/2023

  As previously stated, cleaning the base is the responsibility of the homeowner to maintain. We have found customer's request for replacement or refund to be unwarranted. This matter is resolved.

  Customer response

  07/03/2023

   I am rejecting this response because: 
  Thiel's Home Solutions is in error.
  
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/30/22 I called ************ was told to call ************ ****** advised me there would a $250 charge for any additional repairs. I advised her I have a 15 year warranty. Called ************ states would have a manager call me back. ***** called states they would only charge me $125 for the repairs due to new contract rules. Can the company change the rules after the fact? I would never have purchased this product if I new they would not honor the warranty. The glue has come loose in a few spots. Which seems to be happening yearly. It saddens me they do not faith in their product and do not stand behind the product.

  

  Business response

  12/06/2022

  ******* Home Solutions is willing and able to service/Inspect per contractual obligations. Product warranty is regarding product integrity and not labor. Service fees for labor are applicable after 1 year.

  Customer response

  12/08/2022

  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. When and how will they contact me? Since this has been an ongoing is*** will I need to contact BBB every time I have an is***?

  Thank you,

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

  Customer response

  12/08/2022

   I am rejecting this response because:
  I have a 15 year warranty on Labor. Acceptations were not explained at time of purchase, I understood ******* to stand behind their product and repairs would be guaranteed for ******************************************* if we sold the home. I would like the repairs completed with no charge for labor or product. Since the glue keeps coming loose yearly I would like ******* to stand behind their product if I need repairs in the future at no cost and not my purchase. 
  Thanks,

  *** 

  Customer response

  12/13/2022

  I did not understand labor costs were not covered. I understood a 15 warranty should cover all parts of the work.

  Thanks  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On March 2, 2022, my husband and I purchased a new walk in shower to be installed in one day. May 26, first installation resulted in leaking pipes in our laundry room. Complete tear out and new installation needed. August 16, second installation resulted in needing a replacement corner strip. November 13, corner strip issue resolved. Since the completion took more than one day which was promised I feel we shouldnt have to pay full price. However, no one will return my call to discuss this. Every phone number we have for Thiels goes to a voice message with no return call. Can you please help us with this as they now want their full purchase price. Thank you.

  

  Business response

  12/07/2022

  ******* Home Solutions and the customer have reached an agreement. This matter is resolved.

  Customer response

  12/10/2022

   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.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This is a email that I sent to the company. Explains the issues we've been having with this company. I wasn't going to file a complaint until all these issues have been solved but,This morning I got up to take a shower a in the middle of my shower, a hose popped off and started spraying water all over the place in the bathroom. I sent them an email explaining i would like this to be addressed and fixed today and they replied back with an email that someone should be contacting me tomorrow. I called them to ask why I could not get this addressed today and the individual on the phone said they couldn't contact me till tomorrow at the end of day. This has been a long drawn out process with them and I am not happy with the way this has been turning out. After our conversation on Friday, I decided to take more pictures to help explain why we aren't happy and impressed with the job and the way the project was handled. With being canceled the day of install to the installers being late on both days, then to realize that they installed the wrong shower system and the many flaws that we are noticing. I was told that this was just to be an easy in and out in 1 day job by the salesman, the extra guy that came out to do the 2nd measurements(which the installers said he measured wrong and they had to do extra work and had to fur out the wall which looked sloppy.),and also the lady that scheduled the original time. I'm attaching pictures to this email to give you our visual of what we have been seeing daily. From what We're pricing the materials maybe came to a little over $3000. I'm not believing that this was a $5000 labor job, and definitely didn't get what we are paying for. The conversation that the salesman and I had was that the trim board on the end of the shower cap walls would cover the entire wall. The pictures taken are of the faucet that should be flush against the shower wall. The poor silicone/caulk job that will not last.The shower niche that has flaws and also

  

  Business response

  11/07/2022

  Service has been scheduled for 11/18/22.  

  Customer response

  11/07/2022

   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.

   

  As long as it is handled correctly and invoice for total project is discussed as it was agreed upon by Theils account scheduler agreed to do.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put a shower in for me, but it took a moth to get to me and then another month to get finish. I am handicapped, they put my shower head too high for me to reach and put in handle bars that I cannot use to get up. They made efforts to "fix" the problem but to no avail. I was promised a rebate I ever got and I want it known no one should work with this company!

  

  Business response

  10/25/2022

  Customer was not offered any additional discounts other than what was applied to the contract. Additionally, the customer received additional work above and beyond the contract. This matter is resolved.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Thiels Home Solutions rep came to our home and completed a bathroom renovation agreement with my wife and I on 4/7/2022. The renovation included a tub/shower surround, new fixtures, grab bars, and shower seat, this would be project #***** at a cost of $9,558.00. Weeks later on 6/7/22 we decided to add a custom vanity with sink, counter top with fixtures, new vinyl flooring, an addition grab bar for tub surround and new commode for an additional cost of $9,378.00. Supply chain issues were anticipated and installation began 8/31/2022 and were informed the renovation would be no more than two days. After 12 hours on the job the first day, we asked the crew to leave and finish the next day, they preferred to finish in one day, we declined and one installer returned the following day. We were given approximately 15 minutes to inspect the finished work which was not enough time to fully inspect. We voiced several concerns to Thiels regarding unacceptable finish work with the installation manager, to whom we sent pictures of our concerns, most of which they agreed to correct. After follow up phone calls the second contractor returned three weeks later and repaired some of the unacceptable finish work, safety grab bar was not completed because it was the wrong style. As of today 10/3/2022, a safety grab bar, placement of the shower curtain rod (too low) and the unmatched pattern of the tub surround remain unresolved. I received a call from the install manager on 9/21/2022 stating the grab bar would be installed asap, and in reality, he stated, the tub surround pattern we chose 100 times out of 100 never matches, something we were never informed of and that to replace it with something acceptable would be an additional $400-700.00. We were told financing would not begin until we were totally satisfied, and thus no payments have been made to date.

  

  Business response

  10/11/2022

  We have ordered the necessary parts for the service, with an estimated arrival of 10/21. Once the parts have arrived we will contact the customer to schedule the service.

*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. ↩