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:09/10/2025

  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.

  MM reglazed my bathroom tub, tile, sinks, floors and kitchen countertops in June 2020. They have already been once to repair pealing on everything they did. I had peeling starting again after this. I have reached out to them numerous times by email and phone. ***** ever returns my calls or emails. They claimed they have never had this much of an issue with their work the first time around, which I later found out is not true. The reason there would be this many problems was due to poor prep before they reglazed. I sent an extensive email explaining all of this that I wanted everything redone correctly since they did not prep appropriately, which led to everything peeling again. I was also very disappointed in the fact that they just patched the areas that are peeling which looks crappy, inefficient and did not fix the root cause of improper prep. I explained to them that there are big inconsistencies in the texture of my bathroom tiles and some of it is so rough you cant clean it and keeps getting blacker and blacker. The spots they redid on my floors, I was told will blend in Well, it has been 2 years and it still does not match the color of the rest of the floor! This is all absolutely unacceptable. I also asked them about their warranty before any work was done. They told me they had a 5 year warranty because if anything was going to happen, it would happen with that time.. They didnt specify the floors were only 1 year. I did not find this out until I called to have repairs done after the fact.I was going to go with another company with a lifetime warranty. If ***** wouldve said, the floors have less of a warranty than the rest, I would not have gone with them because that is a huge red flag. Why would you only warranty the floors for 1 year? Seems pretty sketchy and you know that your product will not hold up but you dont disclose this information when being asked initially before the work is done. I want everything done correctly or a refund.

  Business Response

  Date: 09/11/2025

  Thank you for taking the time to share your concerns. Im truly sorry to hear about the frustration youve experienced with your bathroom and kitchen refinishing project. We never want our customers to feel unheard, and Id like to address your concerns directly.
  First, I want to clarify that Miracle Method of *************** (formerly ************) began operating after your original work was completed. While we did not perform the initial refinishing in June 2020, we do honor Miracle Methods commitment to supporting customers when possible. That said, warranty terms are based on the original franchise owners policies and the specific surfaces involved. For example, countertops, tile, and tubs are generally covered under a 5-year warranty, while floors carry a 1-year warranty due to the heavier traffic and wear they endure. I understand this distinction may not have been clear when the work was first contracted, and I apologize for any confusion that caused.
  I also hear your concern about peeling and texture inconsistencies. In many cases, peeling relates to how the surface was prepped before refinishing, which can affect long-term durability. Unfortunately, issues caused by improper prep or by warranty expiration may not qualify for free rework. That being said, my priority is to help you find a fair path forward.
  Heres what I can offer:
  We can schedule a technician to inspect the surfaces in person so we can assess exactly whats happening and provide honest recommendations.
  If repair or re-do work is needed, we will provide a written estimate so you can make an informed decision.
  As a courtesy, we are willing to explore a discounted service option to help restore the areas that are troubling you.
  Our goal is always to leave our customers with refinished ********************* they feel good about. Please let me know a convenient time for us to inspect your space so we can work toward a resolution.
  Thank you again for bringing this to our attention, and I look forward to hearing from you.
  
  
  Sincerely,
  ******* ******
  Miracle Method of ***************
  
  

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23866511
  
  I am rejecting this response because:

  Hi *******,

  Thank you for finally getting back to me. I appreciate you acknowledging the issue was due to poor prep. After researching I know this to be 100 % the cause of my problems. My issue with your resolution is I reached out by email and phone before my warranty expired and was not getting a response or a return call. This is why I just reached out to the BBB. So Im not understanding why this would not be covered under warranty especially when these issues continue to happen and this would be the second time for repairs. Having to have my bathroom out of commission for 3-4 days at a time is also extremely inconvenient and annoying. 
  

  I also would like to point out that I dont have kids, there were only 2 adults living here and my dogs dont go into the bathrooms. So there is not a lot of traffic in there at all to warrant these issues. I am also very particular about what chemicals I use in my house. I clean with Castile soap so that should in no way be too harsh on it. I did use scrubbing bubbles as recommended in the beginning but it wasnt doing the job. The rough grout areas are unacceptable and theres no excuse for that. Theres also no excuse that it wasnt fixed the first time they came for repairs. The girl that came out here seemed really annoyed as I kept showing her problem areas. Then she just snuck out and left without telling me or me doing a final review to make sure everything was completed which I found bizarre and unprofessional. 
  

  This work was done during the pandemic. I found out a few months after this was done, I was high risk for Covid due to my asthma so did not want people in my house. My step dad died, I had shoulder surgery, one of my dogs died, and another was diagnosed with stage 4 lymphoma and doing chemo. I had a very demanding job at the time and always on the phone so there was a lot going on. I was pretty overwhelmed the past few years so dealing with this was not my first priority and did not have the time or the bandwidth to keep contacting you when I wasnt being responded to.

  So I would appreciate this being handled under the warranty as it should have been done correctly the first or second time. We can discuss this further in person when you come out to look. Can you please email me with some times you have available to set this up at ************************

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

  Business Response

  Date: 09/11/2025

  
  
  Hi ******,
  
  
  Thank you for your detailed message and for sharing more about your experience. I want to acknowledge the frustration youve described, especially with the timing of your initial outreach and the challenges youve faced personally. Im truly sorry this has been such a stressful process for you.
  That said, I need to clarify two important points:
  Our franchise has only been operating for one year. The work in your bathroom was performed by the prior Raleigh West franchise in 2020, before we took over this territory. We are not responsible for work performed before our ownership.
  Even if we had been the original franchise, the floor carried a one-year warranty from the time of installation. Since the work was completed in 2020, that warranty period has long since expired. For that reason, the issues you are experiencing with the floor are not covered under warranty.
  I know this may not be the outcome you were hoping for, but I want to be transparent so expectations are clear.
  What I can offer moving forward is:
  A site visit to assess the areas of concern in person.
  A written estimate for repair work, should you choose to proceed.
  If more convenient, we can also start with photos or a video call to prepare an estimate before anyone comes out.
  
  Please let me know how youd like to proceed. I value the opportunity to speak with you directly and help you explore solutions, even though warranty coverage does not apply. My email is ****************************************************** and our number ************
  
  
  Sincerely,
  ******* ******