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:01/31/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  July 2024, we hired MKO for the renovation of two bathrooms, with the understanding that the project would be completed within about six weeks & cost us about $21,000. However, the work was not finished until November 2024, resulting in a delay of over four months.Unfortunately, the quality of the work performed was subpar. The tile installation was inadequate, with several tiles left cracked, chipped, & most unevenly placed. The grout application was also unsatisfactory, characterized by inconsistent coverage, gaps, & cracking. Marble was left unfinished on the ends with raw jagged cuts. Furthermore, the plastering and painting were poorly executed. Several tasks remain incomplete and for a professional company many short cuts were made. There was a noticeable lack of attention to detail.We encountered numerous plumbing issues, including a broken tub stopper, low shower heads, and improper installation of shower fixtures. Despite assurances that these concerns would be addressed and that the quality would improve over time, the final result did not meet professional standards. At that point, it appeared that MKO was either overwhelmed or disengaged from the project. I decided that it would be best to seek other professionals as I don't think MKO was capable of providing the quality of work they promised.I have some concerns and questions regarding the quality of the materials purchased, as well as the reported costs compared to the actual expenses incurred. It appears there may be a discrepancy between the budget allocated for materials and the actual amounts paid. The shiplap that was installed was such poor quality that it began to warp and buckle. The shower glass was a prefabricated slab from ****** which I believe cost around half of what they ************ a result of these deficiencies, I have already invested over $6,000 to rectify some of the issues. Unfortunately, addressing the remaining concerns is projected to cost an additional $10,000-$15,000.

  Business Response

  Date: 02/26/2025

  I first want to start that this client was a great customer to work with and I have never had a complaint like this one in my 30 yrs of being in business. This job entailed remodeling two bathrooms. One was a very simple remodel and the other was quite extensive. Most businesses would have charged $21k for just that one bathroom. With that said, I feel I was very reasonable. Time frame was for 6 weeks as long as work period stayed at even flow with the other contractors. Unfortunately, our plumbing contractor did not fulfill his responsibilities and really put a damper on our schedule. I will not name this contractor because I dont throw people under the bus, but I will not use him again. The other issue that we were having was the client not having the necessary parts that were needed for our plumber to do his work, which would have made the plumber have to have multiple returns to the job. Even on my last day there, the client still did not have everything. This caused us an interference on the flow on what needed to be done in the order that it should be finished. We were jumping around all over the place. As far as materials being subpar? Not sure what they mean. These are the same materials that would have been used on any other with any other contractor. Materials that I supplied did have an upcharge, I think 10%~15%. There was an extensive punchlist that needed to get done there. I told the client to make me a list and I will fix everything after the new plumber was done with his job. I never heard back from them until there parents reached out to me about how disappointed they were and a couple weeks after that, the client did the same. 
  Once again, I had every intention to fix everything in the end, but I never got a chance to do so. 
  I hold no ill feeling toward this client and I wish them well. 
  Thank you for letting me tell my side. 
  ******* ******, MKO Custom Carpentry. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22882059
  
  I am rejecting this response because:

  ****,
  Thee quality of work delivered was disappointing. Despite multiple assurances that the outcome would improve after grouting or painting, it fell short. I was assured time after time that things would be better "once it was grouted..." "once we paint..." but the end result was subpar at best. 
  
  Key issues include:
  - Large cracks, scratches, and dents in master shiplap.
  - Poor plaster work on the ceiling/walls/in hall bathroom closet.
  - Paint and tape stuck inside the shower window.
  - Inconsistent groutworkmissing in some areas, excessive in others.
  - Jagged marble edges and chips.
  - Uneven tile work and numerous chipped/cracked tiles in both bathrooms.
  - Shower heads positioned too low.
  - Yellow kitchen ceiling, unfinished foyer paint, and untrimmed edges.

  Unfortunately, the list is longer than this. These flaws are noticeable to anyone who enters our bathrooms. Its hard to believe you were unaware of these issues. If so, it calls your capabilities into question. It feels like you rushed the project.
  
  When I requested fixes for the tile, painting, and grout, the responses were either excuses or subpar repairs. Its evident that achieving higher quality work was beyond your capability.
  
  We also faced significant plumbing issues, which should have been addressed as your responsibility as general contractor. While supply delays contributed to timeline issues, they don't excuse the poor quality of the tile work, which will cost an estimated $10-15k to rectify due to the need for complete replacement and levelinga task you neglected. Given our direct purchases of tile and plumbing materials, your overall cost was not competitive. We chose you based on my parent's recommendation, but we should have halted the project when we first noticed the shower tile issues, despite your reassurances. It did not improve.
  
  We've already spent over $6k on fixes, and the initial attached photos illustrate our grievances clearly. 
  
  Several contractors are willing to affirm the lack of quality, and I am considering legal action, as it feels like we were taken advantage of.

  Sincerely,
  ********* ****