Complaint Category: Repairs resulted in additional damage
Complaint: Upper cabinet is dislocated. Sink base no longer sustains itself. Gray still somewhat shows below some tiles. Drawer rollers not installed. Royalty Renovations was contracted by my insurance to replace some kitchen countertops and backsplashes. The upper cabinets were originally not part of the problem, but the platforms that support the bases for dishes are now pushed to the left and seem to have gotten dislocated while Royalty Renovation installed the backslash. They were sealed out of place with grout and cannot be easily readjusted. The upper cabinets were in perfect condition before this work. They got pushed and dislocated when Royalty Renovations installed the backslash.
Also, Royalty Renovations failed to communicate to the insurance that the sink cabinets needed some additional repairs prior to installing the new countertops. I was not informed that they did not communicate this to the insurance nor complete these repairs, and they still proceeded with the installation. Now the base for the sink cabinet is not sustainable. If I had been aware of the situation (and if the insurance was informed and would not have not covered that part of the job) I would have paid for the additional repairs before they proceeded with the installation. Now that the installation is complete, this problem would cost us significantly more money to repair than it would have if the work had been completed at the same time as the other repairs.
Royalty Renovations also did some repairs on the cabinets to the right of the refrigerator but failed to install the rollers for the drawers.
There is some gray material that was applied under the tile when the tile was installed. There was excess material and it was cut off but not very proportionally and it still shows in some parts. They did not at first properly install the sink and this led to additional water damage in the cabinets below the sink.
I noticed a lot of their work was flimsy and there are nails from nail guns sticking out from areas in the cabinets, even in the insides of the cabinets. These details are not a huge problem, but are indicative of a very poor job with little detail orientation or care.
Final Consumer Response The repairs have been completed for case # XXXXXXXX. We (Royalty Renovations and I) have agreed to have this complaint removed from the BBB website. (see hard copy online) IG
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Arizona. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 06/01/2013 for complaints filed on 05/22/2013 and thereafter. This includes all complaints that meet our reporting guidelines.BBB reports the complaint response text for all reportable complaints.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.