Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a quote in January 2022 to remodel two bathrooms with a completion timeframe of two weeks. Demolition began June 9, 2022. Week 2 into the remodel, the first bathroom was still incomplete. Mr. ******** stated his brother had quit. Mr. ******** canceled several appointments to continue the remodel. Mr. ******** sent out a new crew. Mr. ******** was notified all of the tile would need to be removed and they would need to start over. Mr. ******** expressed his anger over having to replace over **** in materials and having to wait 5 weeks for the new tile to arrive. The apprentice sent to remove the tile failed to protect the **** bathtub and subsequently dropped a pry bar into the base of the tub, causing a scratch and a chip. Mr. ******** sent a technician to fix the tub. The technician assured me that the repair would match the existing tub. The patch does not match. The sub contractor completed all tile work and custom curbless shower in the second bathroom When I used the shower, the entire bathroom flooded. I contacted Mr. ******** and voiced my dissatisfaction. I also advised him that the grout was cracking in the first bathroom and falling off out into the bathtub. Mr. ******** came back out with another subcontractor, who determined that I needed to use a mesh backed tile for the floor. This caused yet another cost and delay for Mr. ******** to rip out the floor and order new tile. The second shower floor also failed when water pooled in the middle of the floor rather than flowing to the drain. Mr. ******** stated he was unable to reach the subcontractor and stated he would be out to do the job himself. He was a no call/no-show for two appointments. I messaged Mr. ******** several times and mailed a certified letter of demand advising that I was seeking legal recourse if he did not complete his contract. His last day in my home was March 21, 2023. May 4, 2023 I paid Exact Tile ******** to complete the job.

  Business Response

  Date: 02/19/2024

  Good afternoon, this complaint has been dealt with. The homeowner and I came to an agreement on a reimbursement of ***** for her payment to a tile contractor. 

  Customer Answer

  Date: 02/28/2024

  At this time the contractor has not paid the remaining ***** balance he owes. He has not been in contact with me.  The matter has not been resolved.  I would like it reflected that this business is not a reputable business And did not honor their contract with me.  I also still would like the reimbursement of the ******

• Initial Complaint

  Date:09/25/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my concerns regarding the construction work of Thoroughbred Customs, LLC on contracted work . We had a mutual agreement, a statement of work and an agreed upon completion date, which has now passed. However, the work is still unfinished, and there has been no communication from Thoroughbred Customs regarding the delay. I understand that sometimes unexpected issues can arise during a construction project, but it is important to keep the client informed about the progress and any delays that may arise. I have made several attempts to contact the business on the following dates in 2022 and now in 2023 On all of these dates: 10/06,10/07,10/10,10/11,10/12,10/14,10/17,10/19,10/21,10/24,10/25 on 10/26. On 11/15-12/07 2022 we only spoke three times and I have not received any responses or updates regarding the work that needs to be done, only to be told we are still in the waiting process. This is not acceptable. I have already paid a substantial amount of money, and I expected the work to be completed as agreed, and since the work is still incomplete I would like a refund for the funds owed in the amount of $20,800.00 for unfinished work.