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:03/21/2023

  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.

  We hired TubsRUsSouth to refinish a bathtub. Almost immediately we had problems with the job. The previous color was showing through. We've had them come out 3 times (with VERY slow response) to make repairs and each time the job gets worse. At the last attempt, we sent pictures beforehand so they should have been prepared to strip the tub and start over, however upon arrival technician stated that he didn't have time to strip and would have to come back another time (we had already been waiting a solid YEAR and didn't want to wait anymore). We asked for a refund and he said he would try to fix it. Immediately brush strokes were visible and the edges are not smooth and the previous color is still showing through. We were told the brush strokes would fade out when it dried. 2 weeks later, brush strokes still visible and no response to our communication attempts.

  

  Business Response

  Date: 04/10/2023

  We were hired by the ******** to refinish a bathtub.  The process involves strong chemicals to include cleaning the tub first.  It usually takes a half a day and we leave a Warranty and Precautions Sheet.  They are instructed not to use the bathtub for 24 hours and to follow the information on the sheet for best results. Mrs. ****** contacted us and complained about discoloration.  We scheduled a date and time for the repairs.  Upon our arrival, we found that bottles and items are continuously stored in the two corners where the problem was.  We cleaned the tub and fixed the problem areas at no charge. The second call was about the same two corner areas.  This trip we asked if they had their Warranty and Precautions sheet with the special instructions on what products to use and not use.  They said they had the sheet but none of the products listed were seen in during the visit. And then in the last year, we were called because of a problem and photos sent.  We were not able to determine anything from the photos but explained that if necessary, we would touch up the area with our chemicals and a paintbrush.  After a lengthy time (but we don’t believe it was a year), we were able to schedule a day and time that works for everyone to make the 90 minute drive for this service call. Her complaints are about the same two areas.  We cleaned the bathtub, used our chemicals and brushed on the coating to fix the corners where it is visible that their bottles and items are kept and not removed per the warranty sheet.  They were not charged for the repair that was no defect of the surface or peeling.  Again, they were instructed not to use for 24 hours.  Mrs. ****** said she wanted the entire tub redone or her money back.  It’s been over five years since we first refinished the tub.  You don’t get to use the tubs (in this case) without following instructions and get your money back after all this time.  We again discussed the WARRANTY sheet but she never put her hands on it so I could explain that the first line of our warranty is exactly what the problem is which also Void’s the Warranty. You won’t get your money back from ****** if you use the appliance and have a problem years later. We’re sorry they are not happy with the refinishing job or our service but we bent over backwards and cleaned the bathtub when we were there to correct the issue that they caused. Sincerely,  Mark Swiney 

  Customer Answer

  Date: 04/10/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Mr. Swiney is totally incorrect.  We had problems with this refinish from day one, as evidenced by his own admission of having been out multiple times to "fix" the same issue.  The first 2 times his solution was to caulk around the tub perimeter to cover up the underlying color that was showing through, rather than fixing it properly.  Please see attached pictures.  We have never used the corners of the tub to store products as we have a special shelf for that purpose, and some of the areas are around the floor.  See pictures.  We purchased the wax product specifically named in their instructions. See pictures.  Mr. Swiney never asked to see our warranty sheet or the cleaning and waxing product that we use.   This last time we specifically asked him to refinish the entire tub so that the surface would all be the same.  He said he didn't have time to do the whole thing.  When we asked him for a refund, he said "Let me see if I can fix it."  When he was done, he was asked about the rough finished including the brush marks.  He response was that the brush strokes would go away when it dried.  The very next day, we called back to express our displeasure as the brush marks did not go away.  We would again request at least a partial refund, as we are going to have to have the tub completely stripped and refinished by another company.
  Regards,
  
  ****** ****** 

  

  Business Response

  Date: 04/24/2023

   We seem to have a disagreement on the conversations that we had.  There was no complaint from the beginning.  It took a while or some time (not sure how long) before you had an issue.  And like I told you both from the beginning.  I needed to seal the edge of the bathtub so water could not penetrate the refinishing and cause you more problems down the road.  You said you did not want caulk around the tub and if it needed that, you would do it. I'm glad you have the products that our paperwork suggests. After cleaning, the spray on wax works well to keep the shine.   We did not discuss a special shelf or rack for your shower/hair products and from our experience and with the issues being in the corners, it has always been a chemical and products (hair and soap products)  build up under products sitting for a long period of time in the shower.   The bathtub as a whole looks good, yes you can see some brush strokes from the photos that you sent.  The care instructions say that this is how the repairs will be handled.  There is no need for the tub to be completely redone especially since the problem areas are specific to corners that should have been sealed.  Again, we are sorry that after all these years you are not happy with the look of the bathtub corners. We always recommend that the tub be sealed with caulk or a sealer of your choice. We are not offering a refund or a partial refund after the repairs and time that has past.  Again, that was discussed and in the instructions and care sheet.

  Customer Answer

  Date: 04/24/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [What a disappointment.  None of their response is true.  Almost from the beginning areas started peeling away as if the tub wasn't prepped properly.  We've never used the corners to store any soap or hair products.  Even if this were true, it doesn't explain the areas down the side and along the floor.  We've tried several times to give them the opportunity to make this job right.  Every time they actually show up, the best he can do is caulk around the tub again.  More than one appointment was cancelled by Tubs R Us South due to "traffic" issues and had to be rescheduled.  That's the only reason this has been strung out for so long.  The sad part is that this tub is not even used on a daily basis because it's in the guest bedroom.  We've had another company (******* ***********) resurface a different tub and it turned out wonderfully.  They will be coming out to totally strip this tub and start over, for less than Tubs R Us charged to do the poor job 5 years ago.  What a waste of time and money.   We will not be leaving positive comments or reviews for Tubs R Us, even if they take them down as they have done in the past.  Hopefully no one else will have the poor results we have had. ]
  
  Regards,
  
  ****** ******