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Complaint Details
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Initial Complaint
12/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
NewLook Refinishing refinished our Bath tub they repaired the crack on 1/28/21, and 2/01/21, I paid them $125.00 on 1/28/21 and $350.00 on 2/1/21. they said the work is guaranteed for 2 years. then 3 months later 2 more cracks appeared, they refused to fix the cracks, i called multiple times with no resolution, they said i need a new bath tub that there is no support under it. I want a full refund of $475.00. they were dishonest about the warranty and took on the job knowing the repair would not last. They should own up to it and give me my refund as it was a waste of my hard earned money.
Business response
12/13/2021
We came out 01/28/21 to inspect and repair 1 crack in her acrylic bathtub near the drain. No other damage was visible. We returned 02/01/21 sanded down the repair and refinished the bathtub. in September she stated that "the crack came back" Upon inspection, 2 new cracks were visible near the back side if the tub. Our repair, which is on a separate part of the bathtub was still intact. We stated to her that we cannot control if new cracks appear due to the tub having inadequate support. We advised that if she would have someone properly support the bathtub we would come back out , repair the new cracks and refinish the bathtub again. She repeatedly stated that "our repair failed" (which it did not) and the cracks must have been there the first time (they were not).
A good analogy for this is, You hire a painter to paint your bedroom. Someone punches a hole in your dining room wall and then you insist the painter refund your money.
We offed to repair it if she had it properly supported and she refused.
Customer response
12/15/2021
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.
This is a rejection to to the response I received yesterday from New look Refinishing in E Bridgewater Ma. regarding case#********. please forward this to the business.
Nu Look Refinishing is wrong about the locations of 2 new cracks in the tub, they are in the middle of the tub not the back side. One crack 9 inches long is on the right side which runs into the repair they made, the other crack is on the left near the center of the tub. I have photos to support this.
Mr ******* the General Manager neglected to inform me the tub had insufficient support during the inspection for the estimate, he overlooked this then started the repair without supporting the tub.
I called back 3 months later after the cracks appeared, *** in the office could not find a technician that was available so I waited to hear back, I called again 2 more times. Mr ***** the technician came to examine the tub and refused to fix it, he was going to get back to me, I never heard from him so I called back, he came back 3 weeks later and said he could not fix it because he did not have the proper tools.
The analogy you mentioned is false and misleading, the comparison does not hold up you are comparing apples and oranges!
I would like the full refund of $475.00
New Look Refinishing lacks the quality of being truthful and trustworthy!.
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