ComplaintsforChicagoland Remodeling Design & Build

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had bathroom completely gutted at end of Dec 2021. Massive problems with tile/grout since ********* has many chips. In subsequent visits, tiler (******) admitted in front of owner (*****) that he used old wetsaw blades. He said if I didn't want chips I should have asked for a $30K bathroom instead of a $10K bathroom. Grout has been chipping, cracking, & continuing to wash away. If I rub on it, piles of sand fall into tub. If I rub on it with a wet finger, it gets muddy. They say that's my fault because I purchased grout. But I disagree since tiler mixed/applied it. Other professionals who have inspected it in order to give me estimates to fix work they're unwilling to correct have said he either mixed it wrong from the start or he added water to keep it applicable. Tiler and owner have returned on two occasions. Once very soon after the install to fill many small holes I was noticing in grout. Then as grout continued to wash away I started to see all chipped tile edges & cracking grout. They returned together on 4/29/22. I didn't know what the plan was but I'd been asked to purchase additional ************** They wouldn't tell me what the plan was & just asked, "Do I want it fixed or not?" If I stood near doorway to watch what they were doing to my brand new bathroom, ****** would close door in my face. At one point he said I was stupid to complain about my bathroom when there was a war going on. Lots of yelling at me. When I'd ask questions, he and ***** would speak in their language & start working again without answering me. ****** pounded carefully on tiles he planned to replace when ***** was in room. And he pounded hard and angrily when ***** was not in room, resulting in at least three remaining tiles with cracks fully across. He has an anger problem and I don't want him in my house again. I also know they will continue to refuse to fix grout which is most serious issue. Proposal to regrout tub/shower area attached +Photos/video of grout issues.

  Business response

  06/14/2022

   

  Good morning,

  unfortunately, I was not able to log on and review a claim since I was in Europe, the email *************** provide to you was the wrong one and we do not check it daily, *************** knew about it, since she emailed me to the one I use : **********************************.

  Regarding to a complaint filed by *************** unfortunately I was able to log on one time and then the website asked me for a password ( I do not have one) so I was not able to review the complaint. Now the complaint is closed, and I am not able to see it or review it.

   

  Based on my knowledge of this case *************** complain about a grout installation. Our company did what we could to fix the issues *************** had by coming to her property 2-3 times and fix ( cracked tiles under the ledge, and the grout), unfortunately we did not purchase this grout, but we install it all based on the requirements that was written on the spec sheet.  We also explained to *************** that she cannot clean the tiles and grout by scrubbing them with a brush because its too fresh also its not recommended.

   

  Also, before a final payment was made -our company called for rough inspections as well as final inspection and all Pass, please see attached files as well as a copy of *************** emails saying that the final inspection Passed.

  We had scheduled an appointment with Customer after June 15th to come and correct some grout issues ( after grout cleaning) however *************** emailed ** on May 21st that ****** our worker mixed a grout incorrectly, with all the respect to *************** she is not a contractor or professional tile installer to make such a statement. We schedule a different worker this time to come and re-do the grout, however *************** decline it.  

  Also, thru all the time *************** has some issues with our worker and make an impropriate comments regarding worker and his work ********* work is poor in her opinion and his attitude is entirely unprofessional, Saying that he makes a comment in polish language ( again *************** DOES NOT SPEAK OR UNDERSTAND IN POLISH LANGUAGE, so she could not understand what he said, thru all this time ***** ( *************************************) WHO IS THE Owner of the company was present  at the job site thru all this time and nothing that my worker said/comment was about Mrs. *********** as a person.  Thru all this time *************** was/stand by my worker and looked on his hands while he was working, if she noticed that he mixes the grout incorrectly she should say that right away not after she starts cleaning again.  

   

  *************** was very satisfied with our work, and she placed a 5-star review on ******** however after- she removed that I attached a screen shut for that as well )

   

  I am sorry that *************** is not happy since we did what we could to resolve this situation and issues and I am not able to do anything else regarding this claim.

  She also signed a Certificate of Completion after the work was completed and she checked all.  

   

  Please contact with me if you have any questions regarding this case, again our company did all we could to resolve this issues.

   

  With all the respect,

   

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

  Chicagoland Remodeling Inc

                    Manager

  P: ************, C: ************, F: ************

  E: **********************************

  Customer response

  06/14/2022

   
  Complaint: 17238963
  
  I am rejecting this response because: There was no offer or remedy presented in Chicagoland Remodeling's response. On 5/21/22, after they received notification that I had filed a complaint with the BBB, ****************************** said they would refuse to do any further work. Additionally, further problems have come up since I filed the complaint on 5/21/22 which I will detail below after responding to the points ****************************** made in her response. 

  
  

  Firstly, I'd like to comment on the documents ****************************** referenced. I did write a positive ****** review on 12/30/21. That was an accurate representation of how I felt at that time, on the day the work was completed. It is accurate that I took it down as I became aware of problems with the work. That is my right since my opinion of their work changed. I will point out that I have chosen not to write a negative review in its place. She also referenced inspections that were passed in December 2021 and January 2022 and signed documents indicating completion of work in December 2021.  All of those are also accurate for those dates. Things changed when I started noticing issues with the work, which started in January 2022 with grout issues and multiple areas where chipped tiles became visible as the grout washed away, and has progressed to multiple problems with the plumbing that have damaged drywall. I have documented this extensively.

  
  

  I used the main company email in my BBB complaint because this is a formal process and that is the company email address listed on our signed contract. Providing the BBB with ********************************** email would have felt like it was an issue between me and her, instead of me and the company.  I had no way of knowing they rarely check their company email.

  
  

  Next, onto the grout. I have never once used a brush on this grout. I have only used a soft kitchen sponge and dish soap because I was concerned about it's stability. In fact, referenced in multiple emails starting on 1/10/22, I mention that I'm afraid to clean the grout at all because it is cracking, has holes, and is still soft and ***** and washes away when it gets wet. Through the winter and into the spring, they continue to deflect all issues regarding the grout. All I did was pay for it. They picked it up from the store, mixed it, and applied it. At one point it was suggested that I had purchased "expired" grout. That suggestion goes right out the window because a fresh bag purchased for an appointment on 4/29/22 began cracking by 5/8/22. 

  
  

  Chicagoland Remodeling NEVER scheduled a time with me to fix the grout with a different worker. We had discussed that sometime during the week of June **** (email dated 5/3/22) ****** and ***** could come, but we never scheduled a specific date and ****************************** NEVER mentioned that it would be a different tiler until AFTER I filed my BBB claim on 5/21/22. They never agreed to a complete regrouting of the entire shower area as ****************************** is suggesting in her statement. Even on 5/21/22 ****************************** says in one email that they will return sometime in June "and re-grout where needed." In a later email from 5/21/22, after they had received notification of my BBB complaint, the email I received says, "***** saw email you send and is very upset about this situation. He said that since you already filed a complaint wit BBB, he will not come back to your house to do any more work....."  

  
  

  Operating under the assumption that they were going to stand by that final email and refuse to do any more work, I scheduled an appointment to have another contractor come and regrout the shower area. (Total cost for this repair work will be approximately $800.)  All areas of the shower need regrouting as all areas are soft, *****, and turn muddy when washing with plain water. Unfortunately, that appointment which was scheduled for 6/11/22, could not proceed because on 5/30/22 I discovered an area of wet drywall/peeling and bubbling paint about 6 inches from the floor on the wall with all the plumbing. Obviously something was leaking within the wall.

  
  

  It was very hard to get an appointment with the plumber. On 6/9/22 and 6/13/22, the plumbers came and cut three holes into my bedroom wall in order to inspect the pipes and find the leak. They were here for a total of four and a half hours and found several problems. I apologize in advance for not using the proper plumbing terminology and not knowing the total cost for this repair work. I do not have the invoice from the plumber yet. The problems were-  1) the areas of white pipe that collect overflow water from the tub and also drain water from the tub had s**** joints that were loose. They were leaking small amounts of water every time I showered. 2) The area where a hole was cut in the tile to install the tub spout had zero caulking/plumbers putty/seal/etc inside the hole, so any water that dripped down the tile during a shower would go right into the wall. 3) The most serious problem is that the riser pipe that supplies water to the shower head had a joint that was unsoldered on the back side and was spouting large quantities of water every time I used the shower. I have photo and video documentation of all these problems. The plumber pulled out two big black garbage bags full of wet insulation and the wood inside the wall showed evidence of ongoing water damage. 

  
  

  I believe I stated this in my original BBB complaint, but I feel the need to repeat it here. I had a good working relationship with ***** and ****************************** in the weeks leading up to the work and during the work. I also had good working relationships with the other two employees that CR sent to do my bathroom. ***** and another man whose name I am forgetting, they were both friendly, answered questions I had, did what they could to protect my home during their work, and even tidied up the area at the end of the day. I was home the entire time work was happening, but I did not feel the need to watch over closely. I even gave them a very small tip/thank you note at the end of the job. ******, on the other hand, was never anything but rude and aggressive. He left wet cardboard all over my dining room flooring, damaged the dining room walls, and did not tidy up at all. I asked him to tidy up once and he said, "It's not my home, I just work here."  It is not wrong of me to mention all this as ****************************** implies in her response. He did make comments about American women being different and too fussy, that he is glad he's not American, that if I wanted a bathroom with no chipped/cracked tile I should have paid $30K instead of $9500, that I was wrong to complain at all when there was a war going on (referencing the war in *******), and admitted in front of ***** (CR owner) that perhaps his wet saw blade was dull and that's why the tiles were chipped. When I asked him the best way to wash the tile he said, "I don't know. I don't clean it. Ask my wife." I did feel uncomfortable when I would ask ****** a question and he would turn to ***** and say something in Polish instead of answering me. When ***** wasn't there, he would even shut the bathroom door in my face as I asked him questions instead of trying to answer. He was a completely different person to have in my home compared to ***** and the other man. 

  
  

  I received an email from BBB on 6/11/22 stating that "this complaint had been closed without a reply from the business." This email suggested that if the work issues had not been resolved, and they hadn't, that I could consider filing a complaint with the ******** Attorney General complaint division. Since Chicagoland had stated that they were refusing to do any more work at my apartment, I filed a complaint with the *** on 6/11/22, and have updated it to include all plumbing issues discovered on 6/9/22 and 6/14/22.

  
  

  They appear to be in breach of contract by saying they refuse to correct problems that have come up during the one year warranty period. I will need to pay additional money to regrout the shower tile area (~$800) and to fix the three plumbing problems and redo the drywall and paint (cost TBD). I am prepared to settle this and drop my claim with the *** if they agree to cover the expenses of the repairs I am required to make on their work. 

  
  

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

  Business response

  06/17/2022

  With all the respect to **************,

  On 5/3 I emailed to ************** that ****** will come back to remove the damage tiles and I asked to purchase few extra, just in case if during the removal process tiles will break as well as caulking. Ms. ***** agreed. My worker again replaced a grout and tiles that ************** purchased, unfortunately we are not responsible for a quality of grout our worker installed. 

  We did everything on our end to satisfy this Customer, we agreed to come back again after **** 15th to see what is going on with this grout, however on 5/21 I received an email that i refused to discuss re-grouting- obviously is not true since we were scheduled to come back after **** 15th. Customer also notify me that she filed a complaint to BBB- she has the right do do it.

  On 5/21 I send an email to ************** - [please see below

  *****
  I do not understand you
  ****** read yours and mine emails to you You told us that you want us to come back in **** after school year ends And we both agreed.
  I already schedule a different tile guy to come and re-grout where needed You purchased this grout not CR !
  We install the same way we install for other Customers and we did not have a problems like we have in your bathroom We did all we could and you asked for We come to your house and respond to your emails when you send it .
  
  At this point I really do not know what you really want,obviously you  do not recall your previous emails you send with a request for us to come back in **** ****** review it first before you file any complaint.
  Since we already schedule the work in **** per your request
  
  Izabela  

  Also the same day the Owner saw the email and he said that since ************** does not respect the timing that we all schedule ( after **** 15TH we should call ************** to schedule a date to come back and new worker was assigned to do this work) he will not do any more work. 

  Below is the email i recived on 5/21 from **************

  Hi Izabela,
  
  Thank you for your reply. I do recall my previous emails perfectly. I've asked numerous times in emails and in person about regrouting the entire tub/shower area and those requests have been dismissed.
  
  I acknowledge that you agreed to come in **** for ****** to fix the tiles he broke in ***** and fix the area of newly applied grout that is already cracked.
  
  You have never once mentioned to me that it would be a different tiler.
  
  And it is false that the work is already scheduled. We only talked about sometime in ****.
  
  However, fixing tiles ****** cracked and new grout that is already cracked does nothing to solve the issue of the grout in ALL areas being soft and ***** and continuing to wash away. You keep saying this is normal. It is definitely not normal.
  
  Additionally, I did not want ********************* in my home. He is a rude and aggressive person. I have no issue with ***** or the work done by any of the other employees back in December. Only ******.
  
  Yes, the report is already filed since you'd refused regrouting requests multiple times before. Other contractors who have visited to give me estimates have all said the grout bring soft and washing away is a big problem for the integrity of the project. The cracked tiles from ***** are only aesthetic, at least at this point.
  
  *****

   

  " Correct. I have decided that I do not want CR to come back and do any work.
  
  Robert's work is poor in my opinion and his attitude is entirely unprofessional. I am choosing not to interact with him anymore."

   

  In my opinion our company do everything we could to fix the grout even if we did not purchase it, we install grouts on daily basis and never had this type of situation, i really do not know at this point what products she uses to clean.  ************** also mentioned about leaking pipe, well this is the first time we hear about that on BBB respond since our company provides 1 year labor warranty ( all in Contract) she should contact with us in first place.

  Unfortunately, we were not aware of that until now, however  if there is a leak for over 6 months inside the wall the damage be much more visible then peeling paint not only in ************** wall but also below her apartment. 

  At this point, I can propose to set up a date and my other tile worker will come and re- do the grout where need.

  ****** inform me about ************** decion.
  
  

   

   

  
  

  Customer response

  06/21/2022

   
  Complaint: 17238963
  
  I am rejecting this response because:

   

  Ms. ************ did not offer a different tiler until AFTER I filed the BBB complaint. I was given the impression that ****** was the only tiler Chicagoland worked with. I wonder why another tiler was not offered sooner after all the times I stated that ****** was aggressive and rude to me and careless with my home. The last time they were at my apartment was on 4/29/22. 

   

  Based on the email I received on 5/21/22 stating that ***** (owner) refused to do any more work at my place "since you already filed a complaint with BBB" I did not continue to contact Chicagoland Remodeling with further issues such as the plumbing leaks. I had been asking for them to regrout the tub/shower area for 5 months and they refused. They said they will not return to do any more work. Why would I continue to contact them with other issues? 

  Please see attached receipt for plumbing repairs.

  This continued claim that the grout is not their responsibility is insane. I paid for it. That is all. I did not select it. I did not mix it. I did not apply it. And as Ms. ************ points out, I am not any kind of contractor. 

  Also, as previously mentioned, I am AFRAID to clean the grout as every time I have it washes away and leaves muddy streaks on the walls and ***** residue in the tub. The times I have cleaned it, I use a regular kitchen sponge and dish soap. All of this has been previously stated. I have NEVER used anything other than  a sponge and dish soap. 
  
  

  After all the issues with the grout, and now more recently with the plumbing, I do not trust them to do further work in my home. Besides,  Ms. ************'s offer is to "redo the grout where needed." ALL areas of the tub/shower get muddy when wet and it just rubs off when rubbed with a dry finger. As has been stated so many times now. I am requesting reimbursement for the plumbing ($1318.75) and regrouting (~$800) and drywall repair (no estimate yet).

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

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