Jacuzzi Bath Remodel of Arizona

This was one of the worst dealings we have ever had with contractors, and we have remodeled four houses. We hired Jacuzzi Bathroom Remodel out of Phoenix for a guest bathroom remodel and paid the highest prices we have ever seen (over $25k). I thought this price was ridiculously high, but trusted that since we paid top dollar with this reputable long-standing company that this would be the smoothest and best install with a warranty that we ever had, but we were wrong. After what was supposed to be a one day install turned into over six weeks and cost us an extra $2k plus in fees to fix things they damaged, we have some big-time regrets. Day 1 of install was Thursday, July 20, and the first issue was when they failed to ask us where we wanted the rain shower head mounted. It was mounted too low and when I stood in the shower it was touching the top of my head (I am only 5’ 11”). They also broke three large tiles in front of the shower. The next issue was that none of the contractors had installed the glass sliding door we had chosen. Day 2 (Friday July 21st) the new set of contractors had also never installed the door we had selected, and they had drilled the holes incorrectly in both walls. They needed to rip both of these new walls and replace them. This would allow them to install the shower door correctly and fix the issue with the rain shower head. Unfortunately, after reinstalling the new shower walls and drilling the new holes incorrectly again. they needed to rip the walls out a second time, but this time they were out of the material and needed to get more from the main facility in Phoenix. Day 3 (Tuesday July 25th) and the ripping out of the walls also tears drywall and paint off. Day 4 (Wednesday July 26) shower finally completed, but they need a full week to try and match the tile they broke and if they are not able, they will re-tile the bathroom. It takes them another two weeks (until August 11) to schedule to fix the floor. Friday August 11, they call to tell us they have the wrong mortar and want to delay a day so they can get a quickset type of mortar so it can all be completed in one day. Saturday August 12, I explained to the installer that the tile must go under the baseboards to the wall, and he agrees. During the demo they damage two baseboards in the process. The installer says he will be back next morning at 7:00am to complete the job. Sunday August 13, he shows up at 11:00am. We had already discussed the grout will need to be the darkest and thinnest lines, so it is barely noticeable. He tells me that I need to wait and mop the floor to remove the glaze. I did as instructed, and no matter how many times I mop, the residue won’t come off the grout. It is not universal in color. Our painter comes out to fix the walls on August 15th and patch over the rips in the drywall and paint. He removes the baseboard so he can replace them and paint the new ones. He showed me that not only had they not installed the tile under the baseboards as we had asked, but they also left all the rubble from the old destroyed tiles under the baseboards. There is also a noticeable gap between the new tile and baseboards that they tried to hide with grout. I told the manager that the grout is not the same color throughout, and the tile was not installed under the baseboards as we had asked. I told him that we no longer have any confidence in them and would be hiring our own tile person to completely remove their work and do it again the right way. We still needed Jacuzzi to fix the shower controls because they had switched the hot and cold to the wrong sides. The manager claims he was not aware we had held some money back from the final payment to fix all these issues if they failed to do so, and he wanted that money. Up until now we have been incredibly patient and flexible with this whole fiasco, but I finally said, “absolutely not”. Especially after we have spent over $2k fixing their mistakes (this is roughly the amount we held back).