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:06/07/2025

  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.

  I hired Miracle Method to refinish my bathtub. My original date scheduled was 6/19-6/20. They called on 6/3/25 asking if I wanted to move it up to 11am on 6/5, and final touches at 8:30am on 6/6. I agreed. On 6/4, I get a phone call from MM and ***** asking if I could do 9am instead on 6/5. I leave a voicemail back stating I could, to just let me know. I get a call at 9:20am on 6/5 stating the tech would be there in 15/20 minutes. I have a work meeting so I sent a family member. ******, the tech, finally arrives at 10am. On 6/6, after being confirmed arrival of 8:30am, and again having a family member support, he is **** I called MM at 9:04am, was told about 20/30 minutes from *****. ****** did not show up until 9:49am. Each time I had to reach out to them, there was no communication.Due to the tardiness, I had to leave for an appointment (he would have been done on time if he arrived when scheduled) and so I did not get to see the completed project. Upon my arrival back home, there is water all in my garage. I trace it back and I called MM as this was the only change in the last 24 hours.***** calls me after a few hours and states he will come over. He arrives with another male - I am a female home alone so this is already concerning behavior. ***** begins stating "there is no way this could be us, it's just a drain cover, this makes no sense" to which I can hear clearly. We get the leak to recreate - ***** states its not something they did but in the walls. He tries explaining drain covers to me, we agree to have him pull it off. He mumbles that now he has to eat $100. Upon removal, he admits ****** removed caulking and centered my drain - then says **** this should not move" - so you just admitted your tech knowingly moved a part of my tub which caused the leak! Would you not think to inform the homeowner if you removed caulking? The entire situation was unprofessional - I was outnumbered and did not feel safe to say anything.

  Business Response

  Date: 06/20/2025

  To whom it may concern,

  We performed the work for ******** ****** as she stated. We communicated, as she stated in the first lines of her complaint- schedules change. Our technician was late the day of the service, which I have already apologized for. We performed the work for the customer. The customer's drain was installed improperly. It was installed with caulking instead of the correct installation process. Due to our technician removing the caulking around the drain as part of our normal refinishing process, it exposed the issue with the drain causing water to leak into the garage. 
  
  When the customer let us know that there was water leaking into her garage, my manager and I rushed to her home to assess the issue. Upon inspection and removing the drain trim kit that we installed over the original drain, having nothing to do with how the drain is installed under the bathtub, the drain flopped around. Once the drain kit was removed, the actual issue was exposed- there is no locking washer between the bathtub and the drain, no plumber's putty or rubber seal- clearly the drain was installed improperly. 

  The customer stated that she was not going to pay us, my apology wasn't good enough, and that my front office person "sent two men out to intimidate her". Which is absurd and creates a situation I am not comfortable sending my employees into. We have offered to repair around her drain once she had the plumbing properly repaired by a licensed plumber at no-charge to her. We have offered her a discount to resolve this issue, that is no fault of hers or ours. None of which have been good enough. 

  As anyone can tell from our lack of negative reviews- we do not treat people unfairly. We take care of our customers. Every once in a while, we are not a good fit for a customer. 

  Thanks, 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23437757
  
  I am rejecting this response because:
  
  ***** has changed his answer at every step of the way - he openly admitted his technician MOVED my drain to center it, which has been confirmed as the reason behind the leak. ***** agreed to terms, and then went back on what he agreed upon. Regardless of the damages caused, why should I pay for such crappy work? This was not what was advertised or agreed upon - I was generous in offering ***** $500 flat versus persuing legal options that included damages caused.

  Business Response

  Date: 07/01/2025

  I never said any of that. There is a definite communication problem. The bottom line is, Miracle Method did the job we were hired to do. There was a plumbing issue with the drain being installed with silicone and not properly installed. The customer was unaware of the issue as was the estimator and technician. None of us had X-ray vision. Having the bathtub resurfaced did expose an underlying issue, that is a fact. As we discussed at the time of the estimate and at the time of the visit to verify the problem, this can happen. Just because we touched the bathtub, doesn't mean we are responsible for the shotty plumbing work that was done prior to our arrival or after we leave. We do not have to offer a discount at all, considering we didn't install the drain and certainly never moved it. We did offer a discount to maintain our reputation. That discount is no longer an option and we will use every method allowable by law to collect the money that is owed to us. I am not comfortable sending a technician back into this house with the accusations that have been made by this customer. 

• Initial Complaint

  Date:07/17/2023

  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 purchased a tub refinish on Nov.2022.It cost $975..They guarantee their work for five years.Yellow stains have appeared on the tub.I called them and ***** came out and said it wasn't covered because of the type of body wash I use He offered to polish the tub for 175.$. I feel they should fix the problem Thank you for your help.****************

  Business Response

  Date: 07/18/2023

   

  To whom it may concern,
  
  Our company performed a bathtub, sink, countertop, and window ledge refinish for ***************************** on 11/09/22. When the project was complete, the customer was satisfied with the work that was completed. The customer called in June of 2023 to complain of yellow staining. Nothing Miracle Method does as part of our refinishing process would cause yellow staining.
  
  Miracle Method sent a representative to the customers home as a courtesy to attempt to remove the staining with a cleaning solution, but to no avail. At that time, our representative explained to ****************** that this was not covered under her warranty which is only for failure of adhesion.
  
  There are various hair dyes, bath bombs, and body washes that will damage most any tub surface if they are not immediately and thoroughly rinsed after use.  This information is included in the Warranty and Terms of Service that were provided to the customer after the ********************** job was completed.
  
  Our representative showed the customer what he believed was causing the issue,which was a colored body wash. He offered to deep clean and polish the bathtub at a discounted rate to attempt to solve the customers issue.
  
  The customer refused our offer and, instead, requested that we replace her bathtub.
  
  We feel we did the best we could to address the customers' concerns. We performed an in-person assessment and offered a discounted solution to an issue we do not believe we are responsible for. 
  
  Respectfully,

  *********************;

  General Manager

  Miracle Method of Colorado Springs 

  ************ *244

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20333395
  
  I am rejecting this response because:I never requested a new tub.When ***** blamed body wash for stains and offered to polish the tub for an additional $175.. I told him I would look into it further.All I want is the stains removed.*****************
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/25/2023

  Tell us why hereTo whom it may concern,
  
  In the desired settlement section, it states replacement. That is why we responded to the complaint with this idea in mind.
  
  
  We have offered a remedy for the customersissue that was not covered under warranty. Again, nothing we have done as part of the refinishing process caused yellow staining months later. We do realize that the customer is not satisfied with this response. However, that is the only solution. To remove the staining, we will need to send a technician to the home to buff and polish the bathtub. We will pay the technician to perform this service. As a small business, we simply cannot afford to do work for free. If we were responsible in any way for the staining, we would gladly send a technician at no cost to the homeowner.
  
  If it would help to remedy this complaint, we would be happy to take $25 off the cost of the buff and polish and do it for a total of $150.
  
  Respectfully, 

  *********************;

  General Manager 

• Initial Complaint

  Date:06/08/2023

  Type:Product 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.

  On July 14, 2020 I had Miracle Method re-glaze a bathtub at ****************************************************************** for $625. The refinished surface came with a warranty of 5 years. (see uploads) The apartment was rented and the renter given strict instruction (and appropriate product) to use only gentle liquid cleaner. Because the tenant followed these instructions most of the tub is in great shape. However, the area around the drain did not adhere properly and has flaked off in a 1" -2" area around the drain. The tenant did not complain, so I didnt not discover this until April 2023 when the tenant moved out. The refinished surface is still under warranty, but the franchise in ***********, ** that performed the work closed in 2020. I was told by MM **************** that the exfranchisee, *****************, is personally responsible for warranty work and given an email address of ***************************** I emailed him several times beginning April 19th at this address and have not received a response. So far, the **************** of Miracle Method ************** refuses any responsibility or intercession on my behalf, and will not stand behind or warranty their product in ANY WAY, saying it is the sole responsibility of the ex-franchisee. They do not have a way (or are not willing) to contact the ex-franchisee on my behalf or cause him or another franchisee to make the repairs. Miracle Method should NOT be allowed to offer a warranty and talk about all the Miracle Method contractors near me if they will not stand behind their product as a company. They may say something in small print somewhere about each franchise operating independently, but this is not how the business model or warrantee is presented to the consumer. It is ridiculous to **** it off to an ex-franchisee and pretend it will be done! They should not to be allowed to offer a warranty anymore, as it is FALSE ADVERTISING.

  Business Response

  Date: 06/13/2023

  I am writing to express my deep concern regarding a recent complaint filed against Miracle Method of Colorado Springs. As a franchise owner, I am acutely aware of the potential negative impact this complaint may have on my business if left unaddressed. The BBB has served my company with a complaint from a customer regarding a job that my company did not do.  The complaint was about a different Miracle Method franchise business located in ***********, **.  My company operates only in Colorado Springs, CO.  As each franchise is independently owned and operated, neither I nor my company have any involvement or responsibility for this work done by another company.
  
  In light of the recent complaint against a former *********** franchise, it is crucial to address a key factor that sets ** apart from traditional product-based companies as a service-oriented business, each Miracle Method franchise is individually responsible for the warranties they provide to their customers. It is important to note that when a franchise closes, the owner remains accountable for the warranties they have issued. The franchisor, in this case, has no ability to assume responsibility for warranties when a franchise ceases operations. Consequently, this situation presents a unique challenge for maintaining customer satisfaction and preserving the reputation of the Miracle Method brand.
  
  While I understand that the Better Business Bureau's primary role is to mediate complaints and facilitate resolutions, I kindly request that you give particular attention to the distinct nature of service-based businesses like ours. The closure of a franchise should not absolve the franchise owner of their warranty obligations. I urge you to leverage your influential position and please send this complaint directly to ***************** at ****************************** He alone is contractually and personally responsible for his warranty work.
  
  Thank you for your attention to this pressing matter.