Lozano's Home Improvements resolves bath complaint

Lozano's Home Improvements resolves bath complaint

COMPLAINT: Tim McMurtrie, Pflugerville

I hired Lozano's Home Improvements of Round Rock to demolish my master bath; tile the bathroom floor and closet; install a countertop, custom vanity and tiled shower; and paint. Juan [Lozano] quoted three weeks, but it took 11. There were a few weeks where no one came by at all, and Juan did not answer calls or e-mails. I started using the shower after waiting a few days for it to set. In less than two weeks, the grout started to crack and tiles were coming up. I discovered cracks in the floor tile and the wall, and there were tiles that could be lifted up in places. Again, Juan wouldn't answer my calls. After speaking with other contractors, I discovered he possibly constructed the shower incorrectly and that it'd need to be reconstructed. After three months, I sent one last e-mail and Juan finally replied that he'd come look at the problems. But he didn't respond when I attempted to set a date.

DESIRED RESOLUTION: I want the shower redone, and the floor tile and wall fixed.

RESPONSE: Juan Lozano, owner

I've sent and received many e-mails with the member offering to schedule a date to look at and fix any possible problems he may have had. The member's response by e-mail was that he would be unavailable for the week and would e-mail me more about the issue later. I'm still willing to resolve this issue and leave my customer satisfied.

STATUS: Resolved

New to the Austin Penalty Box

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