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:06/25/2025

  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.

  We hired ***** ****** (J&W Remodeling) on Tuesday April 1, 2025 to remodel our bathroom. We purchased all of the materials needed for the remodel. We hired him for his labor only. When we showed him the white pebble tile that we choose for the bathroom floor, *** stated that pebble tile is difficult to work with, as you need to fit the tiles close together so that you don't see the outline of each tile. He explained that to get it to fit correctly takes more time and that grouting between the pebbles also takes more time because you have to be very careful not to create large grout gaps.He said that he had to remove individual pebbles from the mesh that they are attached to fill in any gaps and lines between the tile so that you get a good result with no gaps and so that you cannot see the outlines of the individual tile sheets. *** NEVER stated that he could not do the job. When *** finished installing the tile, the grout created a white haze on the floor tile which made it very difficult to tell if there were any flaws (ie: gaps or outlines). *** stated that the grout needed to set so that he would be back on Monday morning 4/7/2025. On Monday morning, we went down to look at the floor. My heart sank. I could see the outlines if almost every tile and big grout gaps throught the entire tire floor.The floor tile looked awful! *** could tell that we were not happy with his work. I told him that I wanted it removed. *****, my husband then stated that he would not be paid for the time that it takes him to remove the tile because it was his mistake and that he needs to make it right. *** got upset and stated that he would not remove the tile. He stated that he was done. I tried to talk him i to staying to remove the tile, but he left, leaving us with a HUGE MESS! I waited several hours after *** left, then I texted him and asked him to please call me, so that we can try to resolve the issue, but he ne er responded.

  Business Response

  Date: 07/08/2025

  I told ***** and ***** I was against install their choice of tile, pebble style tile 1/8 thick attached to mesh matting 12x12 approx. they wanted it installed so I dry cut enough to cover 1/2 the floor and set it in place for them to see, they liked it despite the gaps because of the matting so I went ahead and installed the whole floor we not home that evening ( they had this time to look at the job) came back the next morning,nothing said so I grouted the floor having trouble wiping it done as I went because the tile was thin so I finished the floor figured Id clean it of Monday morning when I came back, came in and the first words out of their mouth was we want the floor taken up and I was not getting paid. I wasnt paid for what I did so far so I packed up my tools and left I wasnt going to remove the floor, I did a previous job for them before they loved the work but wouldnt pay what I wanted for my time, should not not have taken this job, I will never do business with them again, they want $8,000 I'm not responsible they made the call.