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Business Profile

Bathtub Refinishing

New England Reglaze
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The work done by New England Reglaze took place on Oct. 30, 2024. The cost to have both the tub and sink reglazed was $700. I live in a very small house and the bedroom is located immediately opposite the bathroom. The fumes from the product they used were so noxious, that the following day I requested the ******************** Sheet on the product. Had I known how bad the fumes were going to be, I would have made arrangements to stay with a friend. In addition, I also requested that they send me a copy of the label for the product they used, Glass Tech 9000. Also, the receipt I received from the technician made no reference to their 5 year warranty which I expected to be included. I spoke with the office manager several times with regard to my requests. I called various times on various days and either the phone went to voicemail or no one answered the phone at all. One of the last times I spoke with the office manager, I asked to speak with the owner and was told he wouldn't be returning for a month. I never received a return call.They use ****************** and ******** as references on their website. Maybe they should know how this company treats a residential customer?

    Customer Answer

    Date: 12/27/2024

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 03/11/2025

    Hello, 

    Here at New England Reglaze! We strive to offer and do our best. We show that through our work and our time to adjust customers. Weve been in business for over 20 years and love to do the work we do. Addressing this complaint, the owner directly spoke to the customer and wrote up an email and attached every information about our products and warranty and sent them directly to the customer. We took the time to address and adjust the customer to the best of our abilities. We care about our customers and business and we believe in what we do, that we sent every information we had in our end alongside offering to send her a check and refund her money, which is on its way to the customer. We try our best to adjust our customers but unfortunately we know thats not the case with everyone. We have taken the time to address the customer offline and **** came to an agreement with the customer as well. We are passionate with our business and know there is greater things to come! 

  • Initial Complaint

    Date:02/06/2023

    Type:Product Issues
    Status:
    Answered
    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 paid 799 for tub shower reglazing. Its peeling in multiple places. I have left messages and sent email detailing problem asking for repair. Comp guantees 5 yrs.Company has never returned calls or emails.I want a refund to hire another company to fix problem.

    Customer Answer

    Date: 02/17/2023

    I have not heard from the business in response to my complaint.

     

    I have appt with company to fix project. I will let you know if they show up for appt

    Business Response

    Date: 11/02/2023

    Hello ******, 

    I do believe this situation was addressed. We had a technician go back and take care of this. This is what my office had told me, if you have any other question's, feel free to contact us. At **************, please excuse the delayed reply. Our system was changed in our office theirfore our email was changed. Best Regards! New England Reglaze 

  • Initial Complaint

    Date:08/31/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Work was done to a tub enclosure on 5-27-22 this home was recently purchased by us and we did not move into this location until 7-1-2022. So shower was not used until that time .After a few uses the bottom of the tub became discolored as though the previous color was showing through. I called New England Regalze and they set up an appointment to have it checked this was scheduled for **** -22 I called a month before this date and that was the first available.On that day no one showed up to my home. I called and had to leave a message.No one has ever returned my call or my husbands . They now only have a machine on , no one answers the phone call.Cost for this was ****** . Web site states there is a 5 year guarantee. If you assist in any fashion it would be appreciated. I would like tub repainted properly. We have had 2 showers or tubs re painted in the past and was always satisfied.. So I know it is possible to get a good job. Regards ,*******************************

    Business Response

    Date: 10/20/2023

    Hello *****, This is the owner of New England Reglaze. I apologize for the inconvenience of the late response due to computer system changing and updating. We were given a new email address, but my main concern was that if this issue was resolved regarding our invovlement with it. Our secratary addressed this to us and our secrartary had offered you to have our own supervior to go and check this situation out. We do offer a 5 year guarantee. You can give the office a call at ************ or an email to our new email address ******************************** Their for our supervisor can be a step ahead of this situation. Have A Great Weekend!

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