ComplaintsforRalph's Renovations Inc

• Initial Complaint

  03/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired Ralph **** of Ralph's Renovations to remodel my bathroom April 2022. He put off starting the job until December 2022. He installed tile on all the walls and above the vanity. The tile installation was very unprofessional and totally unacceptable. He did not follow basic guidelines for installing ceramic tile. The wall tiles are uneven all over with excessive lippage. The grout is uneven and messy. He did not thoroughly clean the grout off of the tiles. He also got grout on the vanity, ceiling and walls. He did not wipe off any of the grout by the toilet and left it caked on the tiles in that area. He installed two metal strips on the corners of the tile but did not install them flush with the walls so the metal strips stick out past the tile and the edges at the top were cut off and left ragged and sharp. He also added strips of tile in-between tiles because he didn't keep the top of the tiles level. I've had to purchase all new tile, grout and mortar and hire someone to redo all the tile. When Ralph **** came back to look at the job he placed a level on the walls and there was space between the walls and the level on the majority of the tiles. He has refused to answer how he could do such an unprofessional job so, in my opinion, he does not have the skill to install ceramic tile. I want Ralph **** to reimburse me $3968.43, the amount I have had to pay out to fix the tiles in my bathroom.

  Business response

  03/30/2023

  On the day Mr. ********* decided to have us do his bathroom I explained to him that the wait time to start his job was anywhere from 6 to 8 months. The reason for the wait time fame was due to the back log of work I had at the time and he was ok with waiting. As we were working on Mr. ********* job at the end of each day I asked Mr. ********* if he had any questions or concerns. During his job he had very few questions and when he did we addressed every question and concerns right then. Mr. ********* also had his parents there every day when work was being done. I also asked them if they had any questions or concerns. Those where addressed as well. On Dec. 17th one of the guys that work with me off and on went to Mr. ********* to finish up and button up the job. That evening my guy went over the whole job with Mr. *********. They both looked over everything. Mr. ********* was asked once again if he had any questions or concerns. Mr. ********* stated he was satisfied and happy with the way it turned out. We then requested final payment. Mr. ********* then made the final payment. I’ve included photos of what the job looked like when it was done. As you can see was not left a mess with dust everywhere as Mr. ********* as claimed.
  

  Then 7 weeks go by Mr. ********* contacts me and states he was not happy with the work. I went out to meet with Mr. ********* on Feb.2 2023. I'm greeted at the door by Mr. *********. We go into the bathroom and I ask Mr. ********* to explain to me what he is not happy with. Mr. ********* then begins to tell me that he had three other contractors come out and give him a quote on replacing the entire tile. I then asked Mr. ********* why he didn't give me a call when he decided he wasn't happy or had a concern. He told me he wanted to see what it would cost to have the entire tile done over. I then asked Mr. ********* if he felt the entire tile needed replaced. He told me all the contactors he out said that it all needs done and all the work was bad. I then explained to Mr. ********* that there was no need to replace the entire tile. I asked Mr. ********* to show me what he felt needed replaced. He started with  the lights. He stated they were not bright enough. I told him if he brought new ones I would have the electrcian come and install them for him for free. (Mr. ********* was responsible for all materials) Mr.
  ********* then started to show me the tiles he was not happy with. Mr. ********* was all over the place. So I asked Mr. ********* to take some time and go over all the work and mark with blue tape the stuff he was not happy with. And I would come back and at that time we could come up with a solution. It was agreed on. As I started to leave Mr. ********* and his father stated that all the work was bad and did not like the color. Once again I asked Mr. ********* to call me after he looked over all the work and write down all concerns and mark tile with tape.
  (l have audio recordings of what took place on Feb 2, 2023)
  

  On Feb 11, 2023 I went back over to meet with Mr. ********* to go over job. I was greeted at the
  door by Mr. ********* and his mother. As I was ask to come on in his mother made it very clear that I would not be the one fixing anything. I felt that I need to make a good faith in trying to address the concerns and went to bathroom to start to address issues or concerns. Before I went into bathroom  took some photos. As you can see in photos there is blue tape on the tiles. I then started checking tiles with a straight edge for flatness and how tiles meet each other. I first checked the areas where there was no tape to see what was good to Mr. *********. By doing the good spots first I then can compare to what he feels is not good. When I was checking the good areas I asked Mr. ********* if he still felt the  area was good and he said yes. At this point I started checking other areas. As I was checking areas with tape on the tiles I found that the tiles were comparable to the tiles I checked first. I showed Mr.
  ********* and compared it to the good area that he said was good. (Photos included). Mr. ********* started to get upset once I showed that the tiles were just like the area that he said was ok. I continued to check tiles as I was checking the tiles it was clear that lot of the tiles that tape were just like the area Mr. ********* said was good. At one point Mr. ********* was removing tape from tiles as he realized as I was showing him that all the tiles were not bad. At this point Mr. ********* mother was getting really upset and did not like the fact that all the tiles were not bad. During this process I did find a few tiles that the end was little higher on one end or another. Also there were small areas that the grout need wiped off of tiles. After checking tiles I tried to make a recommendation of replacing the few tiles and cleaning tiles little better. Mr. ********* and his mother were not having it. At one point Mr. ********* mother was in my face pointing her finger towards my face. I just listened and responded that I would like to just find a solution. Mr. ********* mother asked the question on how did the few tiles got messed up. I explained that was I trying to find a solution and going backwards to figure out what happen was not going to solve any issues. Mr. ********* demanded that I answer his mother question. And I once again tried to explain that talking about what happen or didn't happen weeks ago was not going to bring any type of solution. At this Mr. ********* was not happy with the response and was done.
  

  I've included photos of bathroom when job was done. Also included photos of tile with tape and photos without tape. I included photos with the straight edge on tiles with and without tape. As the photos show that tile with tape compare to the tile without tape. I feel I have made a good faith effort in trying to resolve the issues Mr. ********* claims. I feel this is a case to where Mr. ********* was not happy with the choice of tile and color the Mr. ********* picked out. Mr. ********* is looking to get the tile done again for free.
  I also have additional 100 plus more photos detailing the work.
  I also have audio recording of the meeting on Feb 11.

  Raplph's Renovations Inc.

  
  

  Customer response

  04/03/2023

  To be clear, Mr. **** never said the start date for my bathroom could be a 6-8 month wait. He said he was finishing up a kitchen and then he would start. My bathroom vanity was backordered but came in July and at that point Mr. **** kept saying 2 more weeks until he finally started on December 1, 2023. But that is not my complaint.

  My complaint is with the tile installation by Mr. ****. There were only 2 spots in the whole bathroom where his 2 ft. level showed it was acceptable. He knows that. He then tried to say that other areas were the same as the 2 acceptable areas. I repeatedly told him "no", and pointed out the gaps between the level and the tiles. The question was asked how he could do such a bad job on ALL the walls and feel it was good. His reply was that he was not there to answer questions, just to find a solution.
  

  As for Mr. **** asking me everyday If had any questions or concerns, Mr. **** had several days he wasn't on the job and most days he was gone before I arrived home from work. When questioned about the metal strip he installed incorrectly that I was not happy about, his reply was it was too late and he could not do anything about it. When he failed to keep the top of the tile around the bathroom level, he added a 3/4 inch strip of tile between tiles in different places. He told me after he did it and once again said it was done and there was nothing he could do about it. He knew he was installing the tiles unevenly and his excuse was the tiles were different thicknesses. Not true. He also said my walls were not level (not true) and when I pointed out that my old tiles were fine on the walls, he said it was a different manufacturer. These were just a few of his excuses for his lack of expertise in tile installation. As for him asking my parents if they had any concerns or questions, they were not asked that. They were there to let Mr. **** in and to care for my dog while Mr. **** worked.
  

  Mr. **** claims I did not like the tile I picked out and the color. Also not true, because bought the same tile and color (white with gray marble) and had it installed by a reputable tile setter. I spent several weeks having different people check out Mr. ****'s work to see what was the best way to correct the uneven tile installation and the sloppy grout work. It was agreed the only way was to redo the whole job. There was just too much wrong with the installation and no easy fix.
  

  Mr. **** deliberately took pictures at a distance and/or angle to minimize or hide the problems with his installation. I also have over 70 pictures taken at ALL angles that show the unevenness of the tile and the messy grout all over my bathroom walls. The pics also show grout piled up in the corners, on the ceiling, caked on by the toilet, and in some places no grout at all.
  

  I am not sure why Mr. **** did such a poor job on my bathroom walls. Only he knows the answer to that question. The fact remains I hired him to do a professional job in remodeling my bathroom and he failed. He has not shown good faith in any step of this process. He needs to own his mistakes and take responsibility for them.

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

  04.03.2023

  Business response

  04/21/2023

  Response to BBB
   
  Mr. ********* Had no intentions in having me repair or fix anything. Instead of calling me when he decided he was not happy with some of the work. Instead he choose to call multiple other contractors to get a quote on redoing all the tile. I expect nothing less for any other contractor to pick apart someone else work as they are in it to make as much as possible and to put down their competitors. Mr. ********* knows that all the tiles where not installed wrong. When Mr. ********* and I went over the tiles he even said that there were areas that were ok. (Am able to provide audio recordings)
  

  As for acting in good faith. Here is how good faith is defined.
  

  "Good Faith" has generally been defined as honesty in a person’s conduct during the agreement
  

  On Feb 2 is when Mr. ********* contacted me first to let me know he was not happy about some of the work. The next day I went to meet with Mr. ********* to see if I could come up with a solution. Even know that I knew after Mr. ********* told me he was going to find someone to fix whatever issues he had I still acted in good faith to try and resolve the issue.
  
  On Feb 11 I tried once again to find a solution to the issue Mr. ********* had. This time around I knew the min I walked in the house that it was set that Mr. ********* nor his mother was going to allow me to fix or repair anything. Knowing this I still acted in good faith to try and find a solution.

  Those were two times that I showed good faith.
  

  To Mr. ********* my opinion did not matter. I could have fixed whatever he was not happy with. Mr. ********* never gave me the opportunity to fix the issue. As for the picture please look over them again. They were not taken at a distance as Mr. ********* claims.
  

  
  

  Customer response

  04/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  As stated previously, while using Mr. ****** level against the tile in my bathroom, there were only two places that were ok. There were gaps between the level and the tiles on all the other areas in the bathroom. Mr. **** did not follow the guidelines for lippage when installing the tile. When installing the metal strip for the edges on the walls, Mr. **** installed the metal strips so that they extended out past the tile. He informed me that there was nothing he could do about it. The top edges of the strips were also sharp and jagged causing a safety issue. Then there was the matter that he did not keep the top edge of the tile level around the bathroom. 
  When he realized his error, he inserted a 3/4 inch strip of tile between the tiles on the walls about 30 inches from the floor on one wall and then another strip at about 48 inches from the floor on the adjoining wall. 
  

  He showed me this after he had done it and when I stated didn't like it, he just said it was done. He started the tile on one side of the door and when he got to the other side of the door it was 3/4 Inch higher. The door is only 24 inches wide, so this is very noticeable. 
  Also, on the left-hand side of the vanity, there was a gap of over an inch between the flooring and the tile, whereas where he first started, there was no gap between the flooring and tile. 
  

  As for the grout, Mr. **** did not follow guidelines for cleaning off the tile which left a haze of grout over most of the tile. The grout was never wiped off by the toilet as it was heavily caked on several tiles. 
  

  The grout was applied unevenly and missing in several areas throughout the bathroom. Also, the grout was piled up and not cleaned off in the corners at the top of the bullnose. Grout is a form of cement and does not wipe off after it is hardened. Replacing a few tiles is not a solution to this problem. The only solution is to redo all the tile. Mr. **** stated several times on February 2nd that there was no way he was going to replace all of the tile.
  I am somewhat surprised at Mr. ****** assessment of other contractors work in construction and reputable contractors do not pick apart other contractor's work, nor do they put down their competitors. Professionals do not resort to those tactics.
  

  The fact remains, I hired Mr. **** to remodel my bathroom. I expected him to do a professional job. When it came to the tile and grout Installation, he failed. The job was extremely unprofessional and totally unacceptable. If a contractor is not skilled in an area, he should contract the work out to someone else. Mr. **** did that with the electrical and drywall but not the tile installation. If Mr. **** was capable of Installing tile, he never would have done such a poor job, He knows he should not have Installed the tile himself and he bears responsibility for what It cost me to have it redone.
  

  ****** ** *********
  04.242023
  

  
  

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