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Complaint Details
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Initial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A salesman said it take 3 days for the job the first worker was outsource for the job and it was bad I called the company so another worker who work for the company finish the job except where the first worker damage the trim around bathroom door I called the company for a small compensation for the trouble and phonecalls and it took 2 and a half months Instead of 3 days to get job done the company said no to the compensation my dad was going to fix the trim on door that first worker mess up so this job is not complete for $250 but when the company said no compensation my dad said fine then they can come and fix it they would have to buy new trim and wainscoting because it will mess up the wainscoting on the side wall they can give me a check for $800 or come fix the damages the first worker did and didn't put the trap door back and my cat fell into the hole I almost lost my cat for good and he knew I had a cat and he didn't put door back on and didn't tell Me I was very upset with the company and there workers
Business response
10/13/2022
******* requests customer return message left on 10/13, to discuss resolution.Customer response
10/14/2022
I am rejecting this response because:
They are willing to pay $250 from a guy name ****** first off that barely enough to repair what is needed to be fix and second I want money for the time loss that shouldn't be loss the first guy that came did a bad caulking job left gaps in walls and floor only to fill it with caulking and this is why I want more he almost killed my cat he left the trap door open knowing I have a cat and my cat fell into the Gap and I couldn't fond her intill I heard her crying that is uncalled for the lowest I will go on this case is at least $500Customer response
10/17/2022
The consumer informed BBB that the business agreed to my $500 but want me to sign a electric contract before I do I like the $500 dollars so I know I didn't sign and get nothing.Business response
10/24/2022
Thiel's Home Solutions has sent the customer an agreement on 10/18. We are currently waiting for them to review, sign, and return it.Business response
10/24/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 10/24/2022]]
Theils Home Solutions and the customer has reached an agreement. This matter is resolved.
Initial Complaint
09/16/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a tub and shower installed and it's not draining properly. It's not a clog I've called the plumber and the water is flowing it's not emptying out of the drain because he dropped the tub from where the original one is. They've not had anyone call me and make it right.Business response
09/23/2022
Services have been scheduled for 9/28, with an arrival time between 8AM and 12PM.Customer response
09/27/2022
I am rejecting this response because:
They haven't done anything yet but make an open ended appointment and are asking me if they can make an access panel. That leads me to believe they are going to make it something else. I have a mediator to sit with me and will be going to court if they don't fix it.Initial Complaint
09/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
***** owes me $1000.00 refund on a kitchen remodel. I have not been able to reach anyone since I last talked to ***************************** on 8/17/2022. She said she would get back to me.Back on 3/3/2022 ******** had agreed on the $ amount and how it was to be refunded. I made 2 credit card payments. One on 3/3/2022 in the amount of ******* which was 1/2 of what they owed. The 2nd part was to be deducted from my last payment made on 5/5/2021. Instead ***** added, not deducted the $ amount and charged me *******, instead of *******.Business response
09/19/2022
Leaf Home Enhancements and the customer have reached an agreement. This matter is resolved.Initial Complaint
08/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a walk in shower installed on 01/2021 and the workmanship was less than expected. Called them back out because there was no framework done they left the existing wood around the shower, and an 8k job looked it was done by a handyman. Their excuse was that it was measured incorrectly. Eventually it was patched up. Now the shelve is falling off the wall and they want to charge me$200 to recaulk it, which is not what the warranty states. Warranty states in the event of any defect in material or workmanship Bathwrap will supply free of charge any acrylic bath products or supplies necessary to repairor relace the defective .product.Business response
08/30/2022
Services have been scheduled for 9/2 with an arrival window of 12PM and 4PM.Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After waiting 10 months for our bathroom to be remodeled, the company sent the wrong shower surround and was unwilling to replace it. I was willing to settle with the existing surround but i wanted compensation for not getting the surround I had chose. After about 4 months I noticed that the caulking around the surround had turned yellow. I called and they said they had received some bad caulking and they would come and redo it. They came and took out the yellow and replaced it with white caulking and it is a sloppy mess! I paid a lot of money to have this bathroom refinished and I want it done right. I have spoke with a gentleman named ****** from Thiels and he said there is nothing that can be done to improve the look of the caulking around the surround. I have tried many times to discuss my disappointment with the job that was done but to no avail they continue to refuse to fix the mess. Please help me solve this matter.Business response
09/12/2022
Thiels review of the customer supplied photos show that the caulking is done within acceptable standards and subway tile is etched as per contract.Initial Complaint
08/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Entered by BBB staff LO Consumer states they hired the business to come do a job in their bathroom 6/20/22. Consumer paid a $1500.00 deposit. They were told the job was supposed to take 2.5 days. The consumer states they kept getting excuses from the workers as to why they were unable to come back out to finish the job. The consumer states there was a leak in the basement because the seal that was put on the toilet was not put in correctly. The business sent someone else to fix the leak and he said he could not approve the job that the previous workers had done. Someone else was going to be sent out so they could redo the whole job but the consumer states when a different worker came out, on 8/18/22, he came with no tools or supplies. The consumer called the business and asked for a manager but no one has gotten back to her yet.Business response
08/30/2022
Services have been scheduled for Monday, September 26th, with an arrival time of 8am and 10 AM.Initial Complaint
08/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had my cupboards refaced in 2015. I was very happy with the work done. I was told at the time of purchase there was a lifetime warranty which is one of the reasons I chose this company. I was told any problem small or large just let us know and we will take care of it. After a few years, on 2 of my cupboards the bottom strip was coming off, I called, they came out and replaced the 2 cupboards. Now another cupboard is having the same issue. This time it’s the top and bottom strip coming off. I called and was told there is a $125.00 service charge. I got my paperwork out re-read it and there is no mention of a service charge anywhere. I’m concerned this is going to keep happening with my cupboards since it has with 3 of them so far. This is obviously a defect in workmanship. I shouldn’t have to pay a service charge.Business response
08/17/2022
Thiel’s is willing and able to service product installed 6 years ago however, product warranty is regarding product integrity and not labor. Thiel's would need to inspect home and service fees for labor are applicable after 1 year. Workmanship warranty is not applicable after 6 years.Customer response
08/24/2022
I am rejecting this response because:
My warranty states that I have a15 year labor warranty.It also states a 7 year warranty against delamination.Business response
08/26/2022
Thiel’s is willing and able to service product installed 6 years ago however, product warranty is regarding product integrity and not labor. Thiel's would need to inspect home and service fees for labor are applicable after 1 year. Workmanship warranty is not applicable after 6 years. If customer changes her mind about allowing inspection with applicable service fees, we ask her to call our service department to schedule.Customer response
08/26/2022
I am rejecting this response because:
Then why wasn’t I charged a service fee the last time and it was well over a year? Again, delamination says 7 years for warranty.Initial Complaint
08/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been battling with Thiels since February to finish our window installation that their employee ******* up. Since then just trying to get someone on the phone is terrible. We still have 7 windows that are not complete. Two of those windows need trim finished on the inside from where the installer cut through the old trim because he didn’t know what he was doing. When trying to contact Thiels they tell you they have until the end of the next business day and will never call you back.Business response
08/19/2022
Service is scheduled for 9/8 with an arrival time between 8AM and 10 AM.Initial Complaint
08/05/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
sales rep said we would be done by march or april its august 5th shower still cant use they just cancelled our appt, for the 3rd time now. first they say parts issues last 2 times the contractor could"t make it out trepeated calls to the service dept. go right to voicemail nobody calls back now. we need the job finished so I can use my showerBusiness response
08/11/2022
Customer has been scheduled for service on 8/17, with an arrival time of 8AM-12PM.Customer response
08/12/2022
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.they have made 2 other appointments and cancelled both of them.we will see if they show up this time
Initial Complaint
07/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In August of 2020, I had a new shower installed. I was "sold" a warranty with the shower. (warranty copy included) The shower is paid in full. (invoice and proof of their cashed check included) In May of this year I noticed a crack in the base of the shower. I notified the company. They told me to send pictures. I complied. After several weeks, they wanted me to send more pictures. I complied. After about a month I contacted ******** @ Thiels and she told me "according to the manufacturer the shower would have to be torn up to be evaluated and then they would decide IF they would honor my warranty" If they decided not to honor it, the expense of the tear and re-install was on me!! I said that this was not acceptable and not an ok practice! I was told they would leave my file open until I decided what I wanted to do. Well, I want the warranty honored on a shower less than two years old! I want the cracked part of the shower replaced - at their cost. Over $8000 on a shower that cracked in less than two years is totally NOT ok! ******** also advised that they were no longer doing business with the manufacturer - leaving me to "fen for myself"! Again, not ok they sold the warranty as part of selling their product.Business response
07/19/2022
The vendor would require payment for materials if they were not proven defective. We would have to conduct a tear-out and take pictures of the defective materials and send them to the vendor. This means the customer would have to pay for materials, we told her up front there is a possible cost if moving forward. If the vendor did not warrant this defect, then the customer would have to pay for labor and materials. Regardless, they would have to pay for labor. The customer did not want to move forward at that time and so we closed the service. The customer has a labor warranty for 1 year which has expired with Thiel’s but as stated, she has a material warranty under the conditions of the vendor. Any repairs or replacements of defective products would be chargeable at this time.
All the acrylic and adhesives needed to replace the job will be sent initially at cost once we have received pictures of the subfloor after removing the pan and before installing the new shower pan back for analysis. If the issue is determined to be a warranty, we will credit it back to your accountCustomer response
07/19/2022
I am rejecting this response because:
A) I did not close the issue and did not say I did not want to move forward. I said I wanted to think about it and was told the file would remain OPEN!B) While yes, I was told there was a POSSIBITY of some cost (while they investigated with the manufacturer)- it was never made clear WHAT costs would be and was left with also knowing that the possibility of the warranty would/could cover -- further, it was certainly never told to me that they would have to tear it up to decide what kind of issue it was--- manufacturer vs. ??.
C) their response does not change the initial complaint - to expect to have the shower torn up to review whether or not it is a manufacturer's issue (wasn't told to me up front) nor should it even be an issue to expect that the consumer would pay to have their shower torn up so that they can determine if it is a manufacturer's issue - of course, I would expect based on this experience thus far, that they are going to come back with it isn't a manufacturer issue and then I'm stuck paying for ALL of it - for a shower less than TWO years old - this just isn't acceptable
D) They sold the warranty with the product - they should stand behind it - at no time that I was being "sold" did they say oh we have a warranty but if something happens to the shower we'll only MAYBE honor the warranty after we tear it up at your cost and then decide - I'm not an idiot - of course they will find that it isn't a manufacturer warranty issue - they don't want to pay for it either. So their sales tactic lacks integrity if this is the way they represent warranties.E) They also tout through social media they have an "A+" rating at BBB - with these kinds of business practices - I'm not sure how!
Customer response
07/19/2022
I am not ok with paying for the tear out of my shower and waiting for them to decide whether or not they are going to honor the warranty. THAT, is the crux of my complaint! it's simply not ok. They claimed I closed it - but I did NOTBusiness response
07/21/2022
Customer's warranty is through the vendor for defects. The vendor would require payment for materials if they were not proven defective. We would have to conduct a tear-out and take pictures of the defective materials and send them to the vendor. This means the customer would have to pay for materials, we told her up front there is a possible cost if moving forward. If the vendor did not warrant this defect, then the customer would have to pay for labor and materials. The customer has a labor warranty for 1 year which has expired with Thiel’s but as stated, she has a material warranty under the conditions of the vendor. Any repairs or replacements of defective products would be chargeable at this time.Customer response
07/21/2022
I am rejecting this response because:
the warranty was part of what they sold me - it was a deceptive sales tactic then to lead me to believe that I had a warranty that is essentially useless! There is a $10.00 warranty law (************** ****) that requires that if a consumer good cost over $10.00 and that in the case of a limited warranty - it must be expressly spelled out what is and is not included in the warranty and made clear which in this case certainly was not! The warranty just says limited - it doesn't state - if there is a problem we have to tear it up to determine if it is really a manufacturer's issue and oh by the way the cost will ALL be on you if we determine it isn't - like I said of course they aren't going to want to step up and honor it and eat the cost. So much for integrity behind their product and warranties!
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Get a QuoteCustomer Complaints Summary
48 total complaints in the last 3 years.
2 complaints closed in the last 12 months.