Custom Tile, Stone & Decor, Inc.

Good afternoon,  Ms. [redacted], this is [redacted],  from CTSD, I am responding the Repair Issues, that Mr. [redacted] has provided to the Revdex.com.    Mr. [redacted], came into the CTSD, showroom in Chino, CA  with his wife on the afternoon of 5/15/17. On this date Mr. [redacted],...

placed a deposit in the amount of $2,280.55 for work that he, Mr. [redacted] and CTSD agreed on. CTSD informed Mr. [redacted], that we would contact him within 72 hours with a schedule for install, and both Mr. [redacted] and CTSD, agreed.  The Install was scheduled and completed on 5/18/17, the granite was installed and the plumbing of the kitchen faucet was completed by the plumber, there were problems with Mr. [redacted]'s plumbing.  The drain, was backed up, which was a pre existing problem and was not listed as a service to repair on the contract ..   Mr. [redacted], was aggressive and the plumber put a tool which is called a snake to the drain at no charge to the customer, the plumber wanted to complete his job and leave.   On 5/15/17 Mr. [redacted], was also informed by CTSD,  that final payment in the amount of  $1,520.36 would be due and payable upon completion and satisfaction of the work by the customer, himself.    On 5/19/17 the day after completion, Mr. [redacted] called, CTSD, I personally took the call, Mr. [redacted] made his final payment of $1,520.36 via telephone with his credit card, he never mentioned being unsatisfied with the work.    When Mr. [redacted] made contact with CTSD in the afternoon on 5/27/17 via phone, he was very curt and rude. I explained to him that I had tragic incident that happened with my daughter, and I apologized to him for any inconvenience that this may have caused him, by missing his phone call, I assured him at that time if there was an oversight on the behalf of CTSD, that we would take care of it.  Mr.[redacted], continued to be rude he said that he did not care what happened to me ... He just wanted his job done right. Mr. [redacted] was very rude, on the phone and went on to tell me how unprofessional I was, how unprofessional the company was, Mr. [redacted] stated that he went onto social media, and stated how terrible and unprofessional the company is.  Mr. [redacted], stated to me that he had to lend the installers tools and that they were unprepared. I told  Mr. [redacted] that I would have Mr. [redacted] from CTSD, call him in regards to this matter and I ended the call.     On 5/27/17 I questioned the granite installer about asking Mr. [redacted], for tools, he said that he never asked Mr. [redacted], for a tool, that Mr. [redacted] offered a 1 each Hammer, the installer took it and placed it on the floor, he noticed that Mr. [redacted], was very abrasive, and did not want to make him angry. The installer stated Mr. [redacted] not only treated him very bad, but he also treated the plumber bad, they said they felt like they were being threatened, Mr. [redacted] told them that they better do the Job right.   At approximately 6:15 p.m. on 5/27/17 Mr. [redacted] called Mr. [redacted] via Mr. [redacted]'s cell phone, the conversation was civil and Mr. [redacted] had a remedy for what Mr. [redacted] said was a problem, this being a holiday week end, Mr. [redacted] from CTSD stated that we would be out to Mr. [redacted]'s residence in Lake Elsinore the following week.    Mr. [redacted] and our Super from CTSD went to Mr. [redacted]'s residence on 6/6/17, Mr. [redacted], continued to be rude,  demanded that CTSD had to do work in his kitchen that was not on the contract, once again CTSD, fixed a wall and  tried to level out a cabinet that was damaged by an excessive water leak, prior to the work done by CTSD on 5/18/17 and was not part of the problem that Mr. [redacted] stated that CTSD caused.      on 6/6/17 after CTSD / Mr. [redacted] was done with the repair work Mr. [redacted] asked Mr. [redacted] if he wanted to play guitars with him.. and being that Mr. [redacted] likes guitars he did.     CTSD is scheduled to go out to Mr. [redacted]'s  residence in Lake Elsinore on Monday 7/10/17 , to fix and or replace a piece of granite, that Mr. [redacted] states is failing.. Note: Prior excessive water damage to cabinets.  Which in all fairness Mr. [redacted] never informed CTSD of.     Mr. [redacted], states that he is a correctional officer in a prison facility and by his personality and outburst may be accustom to handling situations in aggressive ways.   CTSD, is committed to the satisfaction of our customers, as you can see we have gone beyond our contract and have tried to handle the unforeseen cabinet damage which  Mr.[redacted], was well aware of the damage to his cabinets, and I can only suspect that he choose a company quite a distance away from his residence and was rushing the install to get the results that would be in his favor.   Sincerely, [redacted]   Custom Tile, Stone & Decor Inc.   4236 Riverside Drive Chino, CA 91710 Phone: 909-628-3858 Fax:     909-465-6804

Dear Revdex.com, this letter is a response to a complaint made by Mr. [redacted] from San Dimas CA. ID [redacted]. During the process of remodeling the kitchen Custom Tile, Stone & Decor, had all the drywall and texture completed int he kitchen and was ready for paint. When the...

client Mr. [redacted], decided to hire an electrical contractor to do all the electrical  in the kitchen and a plumbing contractor to re plumb all the plumbing in the kitchen and throughout the house. At that point Custom Tile, Stone & Decor, had to pull off the project to allow the plumbing and electrical contractors to fulfill their contract with Mr. [redacted]. In this process Custom Tile Stone & Decor had to wait 2 weeks for the City inspectors to inspect and sign off, this action took two (2) weeks. Custom Tile, Stone & Decor had to do all the drywall work and textures as a result of the electrical and the plumber making holes in the kitchen walls. After this was done Mr. [redacted] was extremely agitated and impatient regarding his project as he had unforeseen project and time consuming cost.At this point of the project Mr. [redacted], attitude towards Custom Tile Stone & Decor and the whole project had changed. Mr. [redacted], was was very unreasonable. At the end of the project the inspector indicated that he did not need any additional bar support on the shower glass enclosure However, it was decided ultimately that more support would be necessary. Mr. [redacted] asked me for the glass installer's number and indicated that he, (Mr. [redacted]), would handle the extra bar support with the glass installer. Unfortunately this never took place and I was aware of that. I asked Mr. [redacted] if I could install the bar support, as Mr. [redacted], had paid CTSD, in full. Mr. [redacted], indicated that he would handle it himself and that CTSD, need not worry about it. Approximately 30 days later I noticed I had a complaint on YELP and also with the Revdex.com...I did contact Mr. [redacted] and indicated to him that, I wanted to make good on the support bar, that still at this point was not installed. CTSD, purchased the support bar and was ready to install it. Mr. [redacted] indicated that he was not sure if he was going to get somebody else installed the support bar. I called Mr. [redacted] several times and he never responded to my calls. I did everything possible to attempt to make good on our agreement and to keep a good working relationship with Mr. [redacted]. Again after his electrical and plumbing problem, which caused me to redo all the drywall work in Mr. [redacted] kitchen, Mr. [redacted] continued to respond in a belligerent and arrogant manner. As a result of him having to do the excessive work that was not due to any of Custom Tile, Stone & Decors contract. I deeply regret that Mr. [redacted] was not able to conduct himself in a professional manner and slandered my companies name as well as myself on YELP  and made a complaint with the Revdex.com. Mr. [redacted], did not allow CTSD, to go and do any of the repairs that Mr. [redacted] felt were necessary as per his request. Thank you, very much for your interest in this matter/[redacted] Custom Tile, Stone & Decor, Inc.