Complaints

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• Initial Complaint

  Date:06/02/2023

  Type:Order 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.

  Custom Tile of Atlanta is owned by ***************************. I hired him to do a remodel of my existing shower. This has happened the dates of April and May 2023. He presented the contract to me on 4/8/2023 with the total being $7500.00 and covering what I had asked him to do. We both signed the contract on 4/8/23. Two days later he did change the contract adding in his handwriting the install of a quartz countertop that I had said I might want.. Then the contract was$9400. We both initialed that on 4/8/23. There was never anything else ever added to the contract. I totally trusted this man. I never thought I needed to keep track of what he was doing because I was sure he was only doing what the contract said. He never told me he was changing anything in the contract and certainly did not get my approval to do anything other than what the contract showed. Again I totally trusted this man. When I wrote the 3rd check he gave me the amount I owed him. I assumed that this amount would cover the $7500.00 that was on the original contract, because the countertop was not installed. It was not until the next day that I added up the payments I made to him and they totaled $9416. It should be $7500. I sent him a text showing just exactly what I had paid him and when and said that he owed me approximately $1900 back. I totally really thought that he was so honest, he would see the mistake and immediately pay me back the overage of the what was on the contract being $1900 he owed me. I couldnt be more surprised when he told me he did not owe me anything back. He knew he owed that money back to me but he started lying and saying that I had asked him to do additional things that I had no idea he was doing and I certainly didnt give my approval to do. We have exchanged quite a few text but he still refuses to give me back the $1900 he owes me back. I would like the resolution to this complaint to be that ***************************, owner of Custom Tile pay me the $1900.00 that he owes me back.

  

  Business Response

  Date: 06/23/2023

  Custom Tile of Atlanta strives to give satisfaction to each and every customer. It seems that there has been a misunderstanding about the contracted work and the work that we did above what was contracted.

  
  ********************** contracted with Custom Tile of Atlanta to install a new shower with a bench and a niche, and to have a frameless shower door installed as well. Included were a new shower valve to be installed and a new mirror to be installed. All materials and labor were included.
  On April 8 I came to ************************ home to sign the contract and to get the 50% deposit for the job. As is our normal approach to a job, the deposit is used to purchase materials. I would purchase the materials prior to beginning the job. When ********************** signed the contract, she mentioned wanting a quartz countertop installed on her vanity; this would include the cuts for the holes for the two sinks and faucets, as well as hooking up the plumbing. We discussed this at length and then called the person I use for stone. We got measurements and ordered the countertop. We agreed that Custom Tile would remove and dispose of the old countertop and install the new, as well as purchasing and installing two sinks and two faucets, and changing any plumbing to suit the new fixtures as would be needed. My cost for the countertop was $1400, and the purchase and installation of the countertop, sinks, faucets, and changing any plumbing needed would be $500. The total for the materials and labor came to $1900.
  ********************** and I both initialed the place where I wrote in the change on the contract.

  
  When we started demolition on the bathroom a week later, we had brought in many of the materials, but had not gotten the countertop yetit had been paid for and cut, and was waiting until we needed it. We were well into the demo when ********************** said she did not want the countertop any more. I explained that it had been cut the day we ordered it, and that it had been paid for and was waiting. She said that she would pay for half of the cost of the unused countertop (my assistant, **** was there for this conversation) since it had been cut. We agreed that Custom Tile would do some extra things to her bathroom to make up the $700 from the countertop and the $500 labor that had been the rest of the cost of the purchase and installation, since she had basically paid the $1900 in advance. I did tell her that she could have the remainder back, but she chose to have the extra work done.

  
  At that time we were working on the things that ********************** had wanted, making a few changes such as enlarging the soap niche for which she had contracted. Niches are standard 14, and she showed me that her shampoo was bigger than that; she asked if we could make it taller. I said yes, and encouraged her to put in a glass shelf so that it wouldnt look awkward, but more designer. She agreed to the shelf. She also asked me to put in grab bars that she would purchase. The day that I came to install the grab bars, I arrived to have her tell me that yes, she had the grab bars but decided that she didnt like these and wanted others. I had not done another job that day because I had her grab bars, and so not only did I spend the time and fuel to get there, but the time wasted meant that I couldnt call the other customer to suddenly schedule with them.

  
  Over the course of the time that we worked there, there were scattered things we did for her. We made changes to the frameless shower door that she chose, to accommodate changes where she wanted the door to be. This required $350 in special clamps for the door, which we paid for. The installation of the clamps was a long process, and required us to get up close to the ceiling, and some damage occurred; we repaired the drywall and painted the entire ceiling rather than just the area we fixed.

  
  We also took apart a 3-tier fountain that she asked us to get unclogged. In order to unclog the holes that would let the water through, it required taking the fountain apart, cleaning the water movement system, and drilling out the plugs in the holes that had deteriorated to the point of not being able to be pulled out. This process took a couple of hours for me and my assistant.

  
  Another extra work that we did was to add to the tile installation for the shower. During demo we discovered an insulated pipe that had been covered by double drywall, so we took the tile higher to keep uniformity and remain aesthetically pleasing. We bought the necessary tile and spent the extra time to add the new level so that the shower design would be cohesive.

  
  It is my firm belief that we more than made up the balance of the $1900 we discussed.

  
  On April 17 and April 26 ********************** paid 25% ($2358) each time. She did not speak to me about getting any money back when we wrapped up the job and received the final check. She was very happy at the time.

  
  On May 23 she referred Custom Tile to a friend.

  
  On May 25, ********************** sent a text about the countertop and wanted the $1900 back. This was out of the blue, nearly a month after the job was done.
  The texts were increasingly aggressive and unpleasant as she sent one after the other. Her accusations were inaccurate and she threatened to put bad reviews on social media and other venues.

  
  She made a complaint to the BBB and a bad review to Yelp. I am not sure what other places she might have done this. To remove this issue I am willing to get the countertop and install it, but I would like to make that contingent on her removing all the reviews she put out on this issue. I honestly believe that ********************** forgot some of the conversations we had. I dont think that this started out badly, but that she had forgotten some things and became agitated. We are happy to come put in the countertop and hope that she will see this as a good resolution.