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:04/23/2024

  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.

  Hired to remove a tub, install a walk in shower and replace bathroom floor. Poor workmanship, the shower does not drain correctly, the floor is covered in grout and peeling off, the shower handle was not installed properly, the tile outside of the shower is crooked and netting is exposed, they did not grout the outside of the shower, there is a section of wall outside of the shower that is not completed, the backsplash on the vanity was put back crooked with excess silicone, there is grout on the new floor I am not able to get off. They did not install the shelves in the shower the way we asked, they installed a bench in the shower without checking the height and it is too high. They scratched our new front door and destroyed our door handle that we had to replace for ******. They provided measurements for the material we needed to order, it was significantly too much and we were not able to return most of it. The job took significantly longer than what they initially stated, they did not know how to fix the shower floor and have been dishonest regarding us not following instructions. Pictures available if needed.

  Customer Answer

  Date: 05/05/2024

  I have not heard from the business in response to my complaint.  We had to hire a new contractor and pay them to tear out the shower floor and rebuild it and fix all the other issues that were not resolved. We have had to do this at our own expense in addition to what we paid Aurelio for the work he did . All of the work he did, including the bathroom floor was done incorrectly and created a serious risk of water damage to our home. We reached out to his insurance and he is only covered for an accident on the job, not poor workmanship. 

  Business Response

  Date: 05/06/2024

  ***** Aurelio 

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not see a response from the business.  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 05/09/2024

  Hi this is ***** Aurelio from Aurelio and son's contracting. 

  
  

  I'm responding to the claim the ******** made against me.  I have done work for the ******** in the past where they have wrote me a amazing review for the work I did for them. They then re hired me back to help with there bathrooms. The last thing we was doing was there shower floor. I explained to them that it needs at least ************************************************************************ some areas. They waited about 24 to 34 hours and took a shower. The area next to the drain sunk in because that was a thick area for the pitch. They also thought the floor was uncomfortable on there feet. They then asked me to make it more of a flat surface when I patched the area that sunk in. When I was done with the floor making it more of a flat surface I told them that I didn't really like the way it looked now and if they wanted to re do it I wouldn't charge them for my time. They would only have to buy the materials. They thought I should also pay for the materials but I explained that it was there error. They then was upset an stopped me from continuing any work there and said they would go through my insurance. I had a check list of cleaning making sure there vanity was secure and grouting a couple tiles outside the shower. They paid me when the shower floor was first complete if they had any issues then they would not have paid me. After me stating that I would not pay for there materials is when they started saying all these things that I scratched there front door and the floor was dirty and there vanity was secure. I take pride in my work and told them that I definitely did not scratch there door and that I would clean and take care of the other little stuff left but they would not let me come back and told me they just go through my insurance. I also have it in texts stating that I was trying to take care of it and they would not let me. I also have it in text that when the shower floor was first complete that they said they liked it a lot. I have pictures of the shower floor when it was first complete showing that it looked great. I always try to go above and beyond for my customers so I was definitely trying to take care of any issues they might of had. Only thing I wasn't gonna do was pay for the materials because they did not wait the recommended time. 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ***************************************************** reported regarding us not waiting enough time and blaming us for the shower floor not working is absolutely not true. He gave us different times frames, we went days without being able to shower and followed everything he told us. When we had someone else come in to complete the work, nothing was done correctly including the grout that was used. We had to have the entire floor removed, water proofed appropriately, and pitched correctly so the water would drain properly... there were multiple issues with the shower, the tile and the bathroom floor. He did not use the correct materials, we now have to have the entire bathroom floor because he did not do it properly. We had to pay someone to come and fix everything. Now, we have to hire a plumber to have the faucet/plumbing fixed because it wasn't installed correclty. We paid Mr. ********************** for work that was not done correctly and now we are  paying someone else to fix his mistakes. I can provide a statement from the person who came in and had to fix it all if needed.   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******