Complaints

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company made a mess of our tub. Our blue bathtub was in excellent condition and we simply wanted it painted white. The tub now has too many coats of paint, the surface is gritty, some of the blue paint shows through in patches, etc. They were supposed to remove the old caulk, then we would re-caulk. Well, from what we can see they did not remove the old caulk, they just painted over it! What are we supposed to do with that? They had been back over to try to resolve issues but things were just made worse. We asked for another technician but they refused that. We will not have them back in our home. Bottom line, our tub which was in excellent condition before they painted may now be ruined. At some point we'll have to have someone else come and try to fix it- if that's even possible. We don't want to hear about their "warranty". They didn't do the job correctly in the first place and like we said they have already been back to try to resolve problems. We want people to be aware of their work. Thank you

  

  Business response

  11/07/2024

  We received a call from the customer requesting to return to the job where we had sprayed a blue tub white, and the bathroom walls were tiled the same blue as the tub.  When we arrived, the customer said the blue is showing through and needs another coat. Our Tech informed him that he thought that what he was seeing was reflections from the blue wall tile on to the tub which we have seen this many times before. But the customer was certain that the tub needed to be sprayed again, which we did. At a later date, we received a call from the customer informing us that he believed the blue was still visible and bleeding through the paint and it was not smooth to the touch.  He also stated that did not want the same Tech back.  We returned the call and informed the customer that we have 2 Techs that service the west side and 1 was on vacation and if he wanted a new Tech, he would have to wait for him to get back from vacation. The customer stated did not want to wait so we sent back the same Tech. Upon arrival the Tech explained that this blue was not coming through the paint and was a reflection from the wall tile and the rough finish was from settling dust and would wash off within a period of time. This was all mentioned in the paperwork they received, and the dust issue is very common in tub refinishing and will wash off over time.  The customer said there were other defects in the finish they did not like. When the Tech asked what defects, that the tub looks good and couldn’t see anything wrong. With this, the customer said wait a minute I’ll be right back, and he returned with a furniture type lamp and a flashlight. Customer said you can see defects when you shine these lights inside the tub.  At this point, the Tech called the office and informed the office what the customer was doing with the lights as general inspections are done without the aid of additional lighting of this sort and are done with normal lights and this is quite unusual for a customer to do, and wanted the tub sprayed again, which it was sprayed again. We didn’t hear from the customer again until we heard from the BBB of this complaint.
  The only reason the tub had multiple layers of paint is because that was the request of the customer. Technicians’ opinion is that the 1st and 2nd time being sprayed easily met and/or exceeds industries standards. We never saw the tub after it being sprayed the 3rd time, so we have no opinion on the present finish.
  They also mentioned we didn’t remove the caulk, there was not any caulk on the tub, it was grout. We do not remove grout.
  Tub Wizard in 30 years of business has always strived to meet and/or exceed industry standards, unfortunately in this case customer’s standards did not align with industry standards. 

  Customer response

  11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the 

  We reject their view of the problem. We feel they are unprofessional and should spend more time doing their job and less time blaming the customer for their shoddy work. We hope that our complaint will be posted on the BBB site so other potential customers can see it. 

  
  Regards,
  
  ****** ****
  
  
  
  
   

*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. ↩