Complaints

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November 2023 SRT and I came to an agreement on the work to be completed that they started 2 years before, demanding full payment upfront. I paid and was told 6 to 8 weeks. In March the marble had not been ordered and I was promised a new completion date of April 1. At the time we discussed the work to be done including the Countertops and painting. The marble arrived in mid April, and the and the work was unacceptable and had to be done again. The shower pan was not at right angles and 1 wall was slanted. When I asked that to be corrected he refused, after installing the tap he left with the showerhead which he claimed he had to take with him as well as informing me that I not getting the niche we had discussed, but they changed the verbal agreement we had for the past 16 months to exclude the countertops unilaterally. In May he came to take measurements for the glass, and now I have a white Bathtub and shower and yellow countertops. (they had broken the original marble and were unable to match it. Due to this I only agreed to the changes in color after discussing the countertops) SRT has STILL not completed the work , leaving my bathroom looking terrible with skew walls and no co-ordination. I ask for a full refund due to breach of contract and so that I can get someone else to come and redo the work, I have lost all confidence with SRT.If not I ask that SRT completes the work to the satisfaction of an unaffiliated outside advisor. This would include the countertops so as to bring me back to what I had prior to the insurance claim, A bathroom, with Bathtub, Shower and both countertops being the same color. Walls fixed, and painted to match the fixtures. As is the bathroom would have to be scrapped if sold and this has lowered my house value by between 50 to 75 thousand dollars (depending on the real estate agent)

  

  Business response

  06/07/2024

  SRT did perform a small remediation job in ************************************* October 2022. This job completed in full, and then there was a lapse in time until the customer hired SRT for a totally separate job, the repairs to his bathroom, necessitated by the remediation work. This job was agreed to and billed in December of 2023, but the job did not commence until 2/14/24, when the customer eventually paid $14,536.08 to perform work on the bathroom, to include framing, insulation, drywall, painting, trim, and full replacement of the shower and tub in this bathroom. This work was part of an insurance claim, and so part of the repairs were covered by the insurance company. However, the insurance company declined to pay for bathroom countertops, as they were not covered under the claim due to no damage to them.  The customer was adamant about replacement of these countertops. *** told him that we could replace these tops, but it would not be covered by his insurance, and it would cost additional money. He was presented with an estimate for the repairs, and nowhere in this estimate are countertops mentioned, included, or charged for replacement. This estimate totals $14,536.08, which is the exact amount that the customer aid to SRT for repairs, not to include countertops, On 2/26 the customer was presented with a Customer Selection Form, which presents selections for color of the shower walls, as well as selection of a new tub. Countertops are also noted, but with the additional note that "customer will not pay change order" for the countertops. It was signed by **** on 2/26/24.  At this point materials were ordered and then a new tub, selected by the customer, and new shower walls, were installed. One wall was not level, so it was adjusted and now every wall in the shower sits level, confirmed with a level. At this point, what remains is for shower glass to be installed, faucet and shower head to be trimmed out, and small drywall patches and painting to be completed. The shower, tub, and tub surround turned out very nice. SRT has professionally completed the majority of the work contracted with the customer, and at this point a refund is not only impossible due to being unable to return the tub or custom-fabricated shower panels, but it is not warranted.
  At no point did SRT enter into an agreement with the customer to replace the countertops for a $0 charge or even for an additional charge, as customer declined to pay for them, and customer did sign an agreement which states this fact.  SRT will complete the work and all work completed will be and has been done in a professional manner. If the customer wants the countertops replaced, he can discuss again with the insurance company, or pay to have them replaced, which is the reasonable and customary way to do it. SRT would like to complete the work contractually agreed to, and we hope the customer allows this to occur.

  Customer response

  06/12/2024

  Complaint: 21805859
  
  I am rejecting this response because:

  As I pointed  out in the initial complaint. SRT BROKE the marble slab making it impossible to get my bathroom back to where it was. This was the only reason I hired Specialty Restoration Services... it is in even their name. When the marble was broken the ** at the time did the right thing, he promised to color match and if not replace.  The fact that SRT and the ** parted company at a later date does not change the obligation. A company is expected to stand behind it employees even former employees and fulfill their promises. Why should I be left not "whole" in insurance terms, because SRT is not willing to stand behind commitments made by their agents.

  Once we saw that it was not possible to match the marble, again the New ** stated that they would make it happen in order to have a co-ordinated  bathroom, We even went through the process of measuring the countertops by their sub contractor and then settled on a replacement marble color.  The sub should still have those records in their system.  Just because SRT did not update their records to reflect reality again does not free SRT from these obligations. the fact that the official spec was not updated means that procedure was not followed, violating the trust that had been shown in our candid discussions in addition the spirit of the contract.  I signed the contract to be made "whole" as directed by my insurance company. Instead I am still looking at an uncompleted bathroom, without any facilities I can use, more than 6 months down the line on a 6-8 week build. Until the discussion 2 weeks before the marble installation it was understood and discussed explicitly that the countertops are part of the build. Being told that "we will make it happen" is an undertaking by the company. Changing the agreement unilaterally 2 weeks before install was never agreed upon. The fact that this job was costed 2 years ago and not updated is a reflection on SRT and I should not pay for their internal processes.
  

  Changing the spec once work was agreed upon in illegal and morally wrong. I had an undertaking to be made whole and this is not fulfilled even remotely at this time. Not in the contractually  agreed upon time and not with what had been discussed.  In Short, SRT has broken the contract that we signed, both in the letter of the law and the spirit of the law. I again respectfully ask that I be either given my money back or that SRT complete the work in a timely fashion as per their obligations as judged by an external 3rd party.
  
  Regards,
  
  ***********************

  Director of IT, JWV
  

  

  Business response

  06/27/2024

  We have reviewed all of our internal documents, and we do not have a single change order, nor any notes in the file, which refer to a "complimentary replacement" of the client's vanity countertops.  We have internal processes in place which would address a change order on this project, and there are none. While the previous PM did indeed leave our employ, on December 8th to be exact, there would be a trail of documents, paper or digital, had there been an agreement in place for SRT to cover the cost, several thousand dollars, of countertops. A verbal agreement would not be likely, acceptable, or binding. However, in the unlikely event that SRT had agreed to this alleged replacement of the vanities at no charge, it would have been made in writing. This would have required approval at the ** level and then at the Corporate level. However, again, this type of approval is highly unlikely, as cultured marble pieces break all the time when removed, and it is an expected part of a project involving these types of materials. This is a very rigid product, and it is adhered to drywall with an extremely heavy type of construction adhesive, Liquid Nails being one particular type, which is water impermeable and designed for maximum hold. In short, cultured marble materials are not made to be detached and reset. When they do, insurance companies typically cover their replacement. In this case, they approved replacement of the shower and tub surround components, but not the vanity tops, as they were not affected, and thus were not involved in the claim, and not removed. 

  The client has mentioned that he is not being "made whole." This is the responsibility of his insurance carrier, not his contractor. If the client feels that he is owed new matching countertops, it might be prudent for him to speak with his insurance carrier and see if they will cover this. SRT has done everything on the project to ensure a job done correctly. At this point, and as supported by the attached photos, the shower and tub installation has been completed, the new shower glass has been installed, drywall has been repaired, and all we are lacking for completion is replacement of some baseboards and the client choosing a paint color. The client continues to state that he would like a full refund, and states that SRT has done a poor job, but continues to allow SRT to work in his house. At this time, SRT is unwilling to replace these tops at our expense, as this is not how an insurance claim is handled. Any expenses pertaining to matching and being made whole would be borne by the insurance company, if by anyone at all.   If the client's "paint expert" will contact us back and let us know what color of paint we are to use, we will finish the project and leave the client with a professionally done, clean, functional bathroom. 

  Customer response

  07/06/2024

  Complaint: 21805859
  
  I am rejecting this response because:
  As I have already outlined in previous messages, SRT's internal management has nothing to do with me. If their agents do not follow company procedure it does not change the agreement we had.
  I am quite prepared to subpoena the relevant parties should this go to court and then they can tell you that they said yes, and why they did not update the spec.  I have a verbal conversation with SRT last year where the Gentleman admitted that paperwork had been lax with this specific agent.
  I also notice that you have avoided the main thrust that the contract has been breached due to the time frame. I have checked and nowhere does it say that I am to accept the fact that I STILL do not have a working bathroom, There are 2 walls that are not set at 180 degrees and thus the fit is so bad that there is a 1/4 inch gap along the straight edge of the glass, in exactly the same place that caused this damage , thus setting up a repeat.
  The other wall as illustrated in the accompanying photos, as so skew that the shower pan starts out at 4cm wide on the lip and finishes at the back wall at less than 3 cm.
  When I pointed out that this was unacceptable, the ** said "too bad they are not redoing it". as of today (7/5/2024) I still have no shower head, the walls have not been finished or painted, the trim and door have not been replaced, the grouting has not been done the countertops are still yellow instead of matching white and the construction debris are still all over the place thus meaning that it has been more than 4 months even with the timeline that SRT laid out.
  The fact that this was supposed to be done in less that 2 months, and I was assured by the ** that it would be done by April 1 is the reason that I am calling breach of contract, and I would like either the money returned, or another firm to come in and finish everything and send SRT the bill or the work be completed including the countertops that were part of our conversations since October 2022.
  and for the record the ** had the paint specifications more than 2 weeks ago, I sent it to him via text and he acknowledged receipt verbally.

  I was not able to attach pictures, but they are available and date stamped
  Regards,
  
  ***********************

  

  Business response

  07/22/2024

  SRT has finished the project in question as of this posting. From our POV, the work has been done correctly and the client has a fully functioning, restored bathroom. However, we do realize that the client is still dissatisfied due to SRT not replacing the 2 vanity tops. While SRT does not contractually owe for these tops, ownership has agreed to reimburse the client $1000, which will cover the price of the 2 tops, based on the last quote we received from our subcontractor. If the client wants to settle this, and agrees to sign a release, SRT will send the client a check for covering the 2 vanity tops.  

  Customer response

  07/30/2024

  Complaint: 21805859
  
  I am rejecting this response because:
   With regards to your message dated 20 July 2024.
  SRT has not completed the project at this time as the installation is of such quality that the shower is unusable. the gap at the shower door  clauses the same problem that SRT was originally hired in order to remediate water damage.

  The fact that the wall was not installed correctly has made it that it is impossible to affix  a shower door in a manner that water does not leak out the side.
  

  I reject your point of view that the work has been done correctly as I cannot use the shower at all without flooding the bathroom floor. In addition it is ugly with the gap clearly visible from any angle.

  The wall was installed at an slant and the product that made the wall was not made correctly in that it has an S-shaped curve across its surface precisely where the door was installed. Why this was not picked up until the installation of the glass is incomprehensible to me as a simple 30 USD leveling bar shows this quite clearly. Was the wall installed without this verification?
   I reiterate That the contract  was irreversibly breached due to the time taken to reach this point has been excessive and not what I signed or agreed with both the representative from SRT corporate  and the project manager (Who promised adjusted upwards completion date of April 1).

  The proposed reimbursement does not cover the countertops with any of the companies I have contacted. I would be happy to include some quotes if this will help. Should SRT be able to use the quote for the suggested price I would
  welcome them to please complete the work however no company that I contacted is able to match that price.

  The fact that the work is still, to this day not been completed as until such a time as I have a working shower that is of the same quality as was discussed, this project is not complete.
  Thus in accordance with Texas law this contract is breached. Due to the fact that despite all the promises and contractual obligations SRT has yet to deliver a working shower that does not leak and matching countertops.

  For this fact alone and I would ask for my money back immediately in order  to be able to find another contractor and SRT to cover any excess due to the rising price of materials over the nearly 3 years since the quote they provided and never updated.
  

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

  Director IT, JWV
  

  

  Business response

  08/29/2024

  I am not sure that we can resolve this problem with the client, as we see this much differently. First the complaint was that we would not cover the cost of the countertops, which we absolutely did not owe for. So we offered to cover the cost of these, and this was rejected. We literally offered to write a check and cover the countertops. but were told that it was not enough. However, it covered the cost based on the quotes we received at the beginning of the project, when we were asked about what they would cost.  Now the upgraded shower which we installed is not satisfactory. We installed the shower using materials that are as good as or better than what was there previously, we have had the cultured marble installer there to ensure that the panels are installed flush to the sheetrock walls, and we have had the shower glass person there multiple times to ensure that the door does not leak, SRT installed materials over existing framing. We did not alter or change the framing in any way. The wall panels were affixed to a previously framed wall that was neither plumb nor square, and this caused the shower wall panels to be slightly off. A solution was given for this to ensure that the shower door does not leak, but the piece of trim used will not allow the door to open inward. However, the door opens outward, which is the standard direction for a shower door to open. At this point, we are of the opinion that SRT has fulfilled our agreement, and we cannot agree to refund approximately $15,000. Our offer still stands to write a check to cover the countertops.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have included a detailed account of my formal complaint with Specialty Restoration of Texas in the attached document. I am seeking resolution in a billing dispute with SRT. Please let me know if there's any additional information or details needed in order to assist me with this claim. Thank you, -***************************

  

  Business response

  08/11/2022

  The homeowner was initially sent an an invoice for the total of insurance related estimate and the additional work that was agreed upon.  This was provided mistakenly and did not include the updated amount of work completed as he provided an itemized list of items that were not done by SRT.  He provided payment to our office in the amount of $2,881, and our invoice was adjusted to reflect that amount.  At that time our job was closed and we had no additional contact with the homeowner since the invoice had been paid.  Our branch office has reached out to the homeowner to make sure he is aware that there does not appear to be any additional issues.  If there is any information we can provide, please let us know.

   

  Thank you,

  Customer response

  08/13/2022

  Complaint: 17681358
  
  I am rejecting this response because:
  

  I received a phone message from ******************* on Thursday, 8/13 after receiving a message from the BBB that SRT stated that the **** that was initially sent was a mistake and the invoice was adjusted and subsequently closed after receiving my payment of $2881.  I logged into SRT's online **** payment portal today, 8/13, and it still shows the original amount of $3918.10 with an outstanding balance due of $1037.10 on invoice SI-37204.  The invoice wasn't adjusted and I'd like a receipt confirming that there is a zero balance.

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

  

  Business response

  08/15/2022

  Our ********************* has edited the ****.com site to reflect a $0.00 balance due, the customer should receive an e-mail today reflecting the revised ****.  Sincerely, ******************* COO.  

  Customer response

  08/15/2022

  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.
  
  
  Regards,
  
  
  ***************************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Restoration due to water leak on 5/12/2022 SRT was very rude and did not fulfill their quoted obligation. I am not seeking any restitution, I will just warn everyone I know not to use them. Their technicians were great and did a good job, but left the job incomplete. Once I confronted the estimator about it, he ****** got very rude and obscene.

  

  Business response

  05/31/2022

  This was an unfortunate situation in which the customer and SRTs PM became engaged in a verbal disagreement over the phone. SRT failed to schedule a plumber for the customer as quickly as he desired, but fortunately the customer was able to schedule a plumber that same day.
  
  SRT management was made aware of the verbal confrontation.SRT responded to the customer the same day and immediately had up a face-to-face meeting to address the situation and make sure the customers complaint was addressed and resolved, and an apology given.

  
  During our meeting, the customer commented that he was quite satisfied with the work SRT performed but he was not satisfied with our Project Managers customer **********************.  

  
  SRT management has counseled the employee involved in the situation and reminded them, its far better to settle disagreements calmly and avoid all verbal disagreements regardless of the situation.

*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. ↩