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:08/13/2024

  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 was referred to this business by my contractor for new kitchen cabinets. I spent a lot of time and money at Brooklyn express tile, and was treated in the most vile and disrespectful of ways by ***** *****. He made threats to me, wished bad upon me, told me he would not issue a credit or refund to me if I was the president of the United States due to his hate for me.The reason conflict began was because ***** completely mismeasured my kitchen, resulting in too many cabinets and material being ordered. When I requested a refund for the cabinets that would not fit (due to his mistake) he became irate- telling me I am not his customer the contractor is. When my contractor requested the refund, ***** told him to "go to ****."***** should not be allowed to work with clients. He has refused to share invoices with me and it is clear I am being scammed. I have tried endlessly to resolve this but ***** has blocked my number and I have not received many of the products I have paid for. It has become in possible to communicate with him. Today I was informed he told my contractor "he will not give me a dime or a *****" regardless of his mistakes and the missing products. I have never done business with anyone so disrespectful and I have never been scammed for such a big purchase. Please help me!

  Business Response

  Date: 09/09/2024

  We are sorry to hear about the complaint made by the customer, but we would like to clarify the situation. The customers contractor is the one who placed and approved the order for the kitchen cabinets, not the customer directly. We worked closely with the contractor to ensure that all measurements and details were approved before proceeding with the order.
  All communication regarding the order, including the confirmation and approval of the cabinets, was handled with the contractor. Any issues related to the measurements or product quantities were based on the contractors approval. We are not responsible for any discrepancies that may have arisen after the contractors approval and acceptance of the order.
  We pride ourselves on delivering high-quality service and products, and we regret that this situation has led to a misunderstanding. However, we do not accept the accusations made by the customer, as they are not an accurate reflection of the events that took place. We are happy to work directly with the contractor to resolve any concerns, but the claims made in this complaint are unfounded.
  We kindly request that this be taken into consideration when reviewing the complaint, as we have acted in accordance with our standard practices and the contractors instructions.We would also like to clarify that at no point did the customer make any payments to us directly. All payments for the kitchen cabinets and materials were made by the contractor, and all invoices are issued under the contractors name. We have not received any payments from the customer themselves. This is a crucial point, as the contractor is our direct client, and all financial transactions have been handled solely with them. Therefore, any claims regarding payments, refunds, or invoices from the customer are not accurate, as these matters are between us and the contractor.

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My dispute is within the scope. I am their customer, I designed my order and paid for the order. I have invoices under my name and my contractor also has invoices with them. 

   

  They refused to deliver an item on my contractors order, because of a dispute on my invoice. I have attached two invoices referencing me as a customer. They told me they would give me a refund and acknowledged that I was overcharged for goods that were ordered due to a measuring issue with them. They told me they would refund me if I recanted the complaint, and then changed their mind after acknowledging these many mistakes that I have been charged $35,000 for. They are sending fraudulent invoices that don't reflect what was purchased. They should not have a business license. 

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

  Business Response

  Date: 09/23/2024

  We appreciate the opportunity to respond to complaint ID#********. We would like to clarify several key points regarding this situation.

  
  Firstly, the order in question was placed by ******** *****, who is our direct customer. All communications, approvals, and transactions were conducted with the contractor.Therefore, ********* ******* is not our customer and did not enter into any contractual agreement or make payments to us. Secondly, the documents submitted by ********* ******* do not represent invoices but rather a list of breakdown items. We will include the actual approved and signed invoice under the contractors name in our response to provide clarity. Additionally, we want to address the misunderstanding regarding our refund policy. We do not have a policy that allows for refunds in this situation, and we have not stated that a refund would be issued if the complaint was recanted. Finally, we take accusations of fraud very seriously. Our invoices accurately reflect the products and services provided, and we operate with integrity in all our business dealings.
  We strive to maintain positive relationships with all our clients and are committed to resolving any issues through appropriate channels.Thank you for your attention to this matter.

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The owner is once again lying. I have previously submitted various correspondence with the business. Please see the attached sworn affirmation of ******** *****, which accurately represents the series of events. Also please see the attached text where ***** states on September 6th, 2024 in a groupchat with ******** *****, who authorized me to speak on all invoices, "But most importantly, I will not take any action until you remove your review and complaint about the business." after I had inquired about the status of my (or *********** refund. Please also see attached screenshot of my payment to Brooklyn tile on August 29th for $720.00, exemplifying when ***** refused to have the countertop which was paid in full, and part of ********** invoice, until I paid him more money. Please also see the attached screenshot of my payment to Brooklyn tile on June 20th for $1,021.41 further exemplifying my direct payments to them. All other payments made by me (and ********) were made in cash, and which we have not received any receipts for. These payments were in excess of $30,000.00. 

  The business clearly admitted fault, several times, and then refused to rectify such fault and pocketed thousands of dollars that are subject to reimbursement. They only correspond on the phone not to leave a paper trail. They provide no proof or explanation as to where all the money went.  For example I exchanged a 33 inch sink for a 30 inch sink, a 44 inch cabinet for a 9 inch cabinet, I changed the design (which ******** did not approve and had nothing to do with) which resulted in two large cabinets being removed from the order, and to which neither ******** and I received a refund for. They also offer no correspondence or proofs to the BBB corroborating their replies. Additionally, the business owners allegedly told ********, after assuring me they would refund me if in return I retract my complaint to the BBB and delete my yelp review, that they had changed their mind because corresponding with me on their summer vacation to ****** "ruined their trip."

  Lastly, after changing their mind about the refund, ***** and ***** both several times told me I should take legal action, suggesting I spend even more money suing the business to make myself whole. The customer should not pay for the mistakes of shady business owners, and I hope the BBB can resolve this matter without judicial intervention.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/04/2024

  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.

  We engaged in the services of ********************* of Express Brookly Tile in March 2023 to renovate our kitchen which included *************, stone countertop, door handles, sink, faucet and pantry.Initially we were assured by ***** that once we paid the required deposit he would promptly place the order for the custom made kitchen cabinets. The deposit was paid 27 May 2023. ***** advised that the cabinets would take approximately 12 to 14 weeks to be made and delivered. We were later advised by the manufacturer "St ****** cabinetry" that the order was in fact placed in August 2023. It was not until mid November that we finally received our kitchen. Throughout the process ***** was fully aware that the owner ********************* would be returning to her apartment by late September. This deadline was not met causing significant inconvenience and disruption to our plans. Once the kitchen was delivered we discovered that some panels were damaged, wrong size despite ***** having previously measured. Shockingly in November he notified us that the pantry doors had not been ordered. As a result of these issues we have paid a total of $52,029.41 to date, this amount includes the builder having to do extra work to make the panels fit the space.Some pieces have not been replaced.Our builder also advised that some panels delivered were made of MDF a cheaper unsuitable for wet areas panels.The stone countertop was not the shape we requested, further adding to our dissatisfaction.The impact of this situation has been far reaching as we were forced to seek alternative accomodation during our stay due to health and privacy concerns.The stress caused by *****'s lack of professionalism and adherence to deadlines has been immense. All our interactions with ***** have been through email and text messages which clearly demonstrate the failures on his behalf in the completion of our kitchen renovation. In light of the above issues we expect a full refund of the total amount spent. We have all receipts

  Business Response

  Date: 01/13/2024

  Dear Better Business Bureau,
  
  We are writing in response to the complaint filed by ********************* against our services. We appreciate the opportunity to address the concerns raised and provide a detailed response to each point.
  
  Deposit Date and Measurement:
  The customer paid the deposit on May 27, 2023, but taking measurements before the demolition of existing kitchen cabinets was impossible.
  We communicated this requirement to ***** and her contractor, and measurements were taken the day after the kitchen was demolished in August, necessitating the order to be placed in August.
  

  Damaged Panels and MDF Material:
  The customer claims damaged panels upon delivery, but her contractor inspected and signed off on all damages. Attached is the signed document confirming the contractor's inspection and acceptance during delivery.
  For damages occurring during installation, even though were not responsible we helped the customer and provided free replacements,supported by attached proofs of replacements and photos from the initial delivery.
  

  MDF Material Complaint:
  The customer's builder complained about MDF panels, but it's essential to clarify that the material chosen was St ******** product, selected by the customer. We have no control over the materials chosen by the manufacturer.
  

  Pantry Doors Issue:
  Regarding the claim that pantry doors were not ordered, our response is that pantry doors are custom, and measurements should be taken post-installation. The customer canceled this process, and no payment was made for these doors.

  
  Attached documents include an invoice approved and signed by *****, delivery proofs with the contractor's inspection, and signed documents for the replacement parts.
  In conclusion, we take these concerns seriously and have taken every step to address and rectify any issues promptly. The attached documents serve as proof of our commitment to customer satisfaction and the quality of our services.
  
  We appreciate the Better Business Bureau's involvement and trust that a fair and objective resolution can be reached.
  
  Sincerely,

  Express Brooklyn Tile and Kitchen

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  On or around September 7th, ***** informed us that in order to fit the existing space, the pantry doors needed to be customised, which would incur an additional cost of $600. He explained that after the demolition was complete, it became apparent that the pantry needed to be 35 1/2 inches wide, necessitating customisations on the side. We paid the extra charge as requested. However throughout the process ***** was not transparent about the pantry situation. In November 2023, when we enquired about the pantry doors ***** admitted that he had not placed an order for them and did not know anyone who could make them. This left us in a difficult position, as the entire kitchen had been delivered except for the pantry doors. Naturally, we asked him not to bother about it anymore with it as he did not have any clue as to what to do about it.

  On June 22nd our contractor who had recommended *****, sent an email to the building management and to myself, stating that the demolition would commence on June 26th. It is puzzling that ***** did not take measurements until late August considering the urgency of our return to the apartment in September. This delay of several weeks seems excessive and raises concerns about the efficiency and timeliness of ****** work.

  There is undeniable evidence of damaged panels, as shown in the photos we provided. ***** himself witnessed this damage. He was also responsible for measuring the kitchen and it is clear that some panels arrived incorrectly sized. The contractor only discovered this issue once he began installing them. As a result we had to pay extra to fill in the areas that needed fixing. Considering the premium price we paid for the product and service we did not expect to incur additional costs to rectify issues that ***** made mistakes on by incorrect measurements.

  The entire process has not only left us dissatisfied but has also caused us significant stress and unexpected financial burdens. We believe that we deserve compensation not only for the unforeseen expenses resulting from ***********;mistakes but also for the alternative accomodations we had to seek due to the incomplete renovation and constant presence of workmen, The excessive dust and the toll on our health, as well as the stress we endured throughout this process with *****, further justify our request for compensation.

  We have faith in Better Business Bureau and hope that a favourable resolution can be reached.

  Attached is an email that ********************* sent us at the time of delivery of the custom kitchen. So in response to ***** saying that we signed for the delivery ( therefore its our responsibility as he implies) is mistaken. We were told the truck cannot wait for us to open the items to check we had to sign for the delivery then and there. This is why ***** sent this email attached. We notified him immediately and sent him the sheet with damaged items on it. Again at that point we were unaware the dishwasher panel was the wrong measurement.

  Thank you 

  *********************

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/05/2024

  Dear Better Business Bureau,
  
  We are responding to the concerns raised by ************************* in her recent complaint, and we appreciate the opportunity to address each issue comprehensively.
  
  Firstly, regarding the customized-size pantry glass doors,our standard practice involves taking measurements, after the pantry is installed. Ordering the customized glass pantry doors is a process that typically takes 1 to 2 weeks. Thats why ************** wanted to cancel as she didnt want to wait, resulting in her paying $1500 less. This decision was made to accommodate her preference, and we regret any inconvenience caused by this deviation from our usual procedure.
  
  Secondly, the timing of the demolition process proved challenging. Despite the contractor suggesting January 26th, the demolition was not completed as there was an undemolished pantry. Our records demonstrate our consistent efforts to seek information about the demolition date, as illustrated in the attached conversation screenshot. Once we received confirmation, measurements were promptly taken the following day in August.
  Furthermore, any damaged parts were replaced promptly and at no additional charge. Our commitment to customer satisfaction remains unwavering.
  
  It is essential to convey the profound impact this process has had on our mental health and business operations. As a small business,these setbacks have a tangible effect on our daily operations and overall well-being.
  
  Regarding the BBB's question about refunds, we would like to emphasize that all items purchased by ************** were custom and special orders,which fall under our non-refundable policy. Additionally, as she has received all the ordered items, there is no basis for a refund.
  
  We remain committed to finding a resolution and ensuring customer satisfaction. Please do not hesitate to contact us if there are further concerns or if additional information is required to address this matter thoroughly.
  
  Sincerely,
  *********************
  Express Brooklyn Tile

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We would like to address *****'s response and further provide our perspective on the matter. 

  ***** has not responded to the incorrect information he gave you in relation to us signing for the kitchen cabinets delivered. This was completely ignored once what transacted was reported to you. We have sent you this evidence. He advised multiple times that this kitchen was not a custom kitchen. The only parts that were custom were the refrigerator panels and the dishwasher panel that were the incorrect size. I spoke to St ******, specifically to ****, as I was not receiving any help from *****. He was extremely helpful and the email chain attached clearly indicates he offered to replace the damaged refrigerator panels, this was definitely not instigated by ***** as the email chain shows. His email to me also below indicates he instigated this he did not and this is untrue. 

  On Saturday 18 November, after the contractor that was to install the kitchen unpacked all the cabinets we met with ***** and showed him all the damaged pieces. He basically said to ******* ( the cabinet installer) you need to install the pieces in a way that the damage isnt seen. He said he would do his best to do but the quotation given to me didnt include the extra time required to do so and ***** said he would cover the cost of the extra time. This did not occur. I had to incur further costs to ensure that the kitchen was installed as best as possible. ****** also measured the dishwasher panel incorrectly. This has not been replaced to date.

  Regarding the pantry doors, it is important to clarify that ***** himself measured the space prior to the installation of the new carcass. He informed us that the space was not of a standard size, which required us to pay an additional $600 for a special sized pantry. However, it turned out that ***** measured the space incorrectly resulting in the delivered carcass not fitting properly. This led to the need to break part of the wall and incur extra costs for both the special size and the subsequent repairs. Contrary to *****'s claim, he did not inform us at any point from April to November that he did not have a contractor ready for the pantry doors. It was only in November that he informed us that he did not know anyone or have anyone available for the installation. We did not cancel the job because we did not want to wait! We had already been waiting for six months. At that point, we simply did not want to continue dealing with *****, especially since he had previously stated that he did not have any contacts nor could he find a contractor suitable of handling the job. Therefore, *****'s assertion that our unwillingness to wait was the reason is inaccurate. He allowed a $1500 refund for the pantry doors. The pantry doors will cost $4500 to make and install. There is no doubt he would have charged more for this once he did attain a quote for the doors. He did the same with the kitchen handles, he neglected to order all the handles required and then I had to pay for this as well. 

  Throughout our conversations during this time, there was never any mention of measurements being taken in August. We were under the impression that the custom kitchen was in the process of being made and soon to be delivered .This lack of communication was disappointing and seemed to be done in a deceitful manner. This was brought to light during a conversation with **** from St ******. Infact **** dialled ***** into the phone conversation, when ***** realised I was on the phone and the facts presented to me by ************************* up.

  ***** and the contractor were aware that we would be returning from overseas to our apartment in September, and we were always informed by ***** that the kitchen would take 12 to 14 weeks to complete. Therefore, we expected it to be finished by end of September. It was never communicated to us that the delivery date would be in November during this period. 

  We also find it highly insulting and laughable that ***** discusses his mental health and well-being in his response, as it seems to be a mere mimicry of what we have experienced. 

  The fact that we had to seek hotel accommodation upon our return made it inhabitable for us to live in the apartment while tradespeople were working, causing dust and noise. 

   This situation has taken a toll on our mental health which is highly unacceptable. *****'s business practices, including the lies and rude manner in which we were spoken to, lack proper customer service. 

  We were forced to accept damaged and incorrectly sized items. Considering these issues, we are seeking compensation from Express Brooklyn Tile and Kitchen for accommodation and mental health suffering. In view of finalizing the matter and the hardship we are willing to accept a refund of 50% being $26,000 We hope that these concerns can be addressed and resolved in a fair manner. 

   

  Attached are screenshots of conversations as evidence against ********************** 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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