Complaints Policy

Raise it early and directly

Tell your project lead as soon as something concerns you. Most issues on a bathroom project are far easier to resolve while the crew is still on site and the work is still accessible. You will never be treated as difficult for pointing something out.

How to submit a formal complaint

If the issue is not resolved on site, put it in writing to info@bathroomrenovationjacksonville.com or call 904-822-7338 and ask for a manager. Include your name, project address, the date, a description of the problem, and photographs where relevant.

Our timeframes

• Within 2 business days: we acknowledge your complaint and confirm who is handling it.
• Within 7 business days: we complete an initial review, which usually includes a site visit to inspect the work in question.
• Within 14 business days: we provide a written response setting out our findings, what we will do, and the schedule for doing it.

Resolution

Where the work is not to the standard we committed to, we correct it at our cost. Where the issue falls outside our scope or is caused by a product defect, we tell you plainly and help you pursue the manufacturer warranty. Where we disagree, we explain why in writing rather than going quiet.

If you are still not satisfied

You may escalate to the owner of the company by writing to info@bathroomrenovationjacksonville.com with "Escalation" in the subject line. Florida homeowners also retain the right to contact the Florida Department of Business and Professional Regulation and any applicable county building department.

What we do with complaints

Every complaint is logged and reviewed. Recurring issues change how we build, how we schedule, or who we work with. That feedback loop is the reason we ask for it.