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Quest Carpet and Stone Care

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Reviews Quest Carpet and Stone Care

Quest Carpet and Stone Care Reviews (10)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowDecember 16, Mr [redacted] is hereby rejected Throughout Mr [redacted] ’s response to the RevDex.com and in his letter to me, he has contradicted himself on several points He indicates he was only hired to clean and seal not strip the tile, however, we have a written statement from the designer verifying that Mr [redacted] was advised the job was to strip, clean and seal the old tile to match the new tile Our designer stipulates she spent quite a bit of time with Mr [redacted] discussing this job in detail including the gloss finish on the existing floor that needed to be stripped off He was also hired to clean and seal the new travertine tile but again strip, clean and seal the existing tile as verified by the designer The designer advises when Mr [redacted] arrived at our home he called her and advised he saw what she was talking about and saw NO problem stripping off the gloss finish and then cleaning and sealing the floor In Mr [redacted] ‘s advises in his response to us that his inspection upon arrival to do the job indicates there was dust on the tile Mr [redacted] was advised that we had just purchased the home and had not moved in yet If he arrived and the dust on the tile was an issue, he should have stopped and contacted someone immediately if this was a true concern Mr [redacted] by his own admission in writing and in conversations with me indicated he was only hired to clean and seal the tile yet he admits he stripped the tile which if we went by Mr [redacted] ’s account that he was only hired to clean and seal the tile would be a breach of contract It is also well documented that Mr [redacted] called Stone Tech to find out what chemicals to use and made repeated calls to Stone Tech when he realized there was a problem Mr [redacted] response indicates when he arrived he noted the old tile had been previously treated with some type of wax or lacquer prior to my home ownership When he realized this and if he had any concerns he should have immediately stopped any work on the tile or at the very least done a spot check on an obscurely located tile to see if the chemicals he was using was going to harm the tile He did not do this He even was overhead telling his son what he was applying was not working but he proceeded anyway to lay these harmful chemicals on all the old tile destroying any possibility for any remediation He indicates he could not get a hold of me several times This statement would be correct one time In total I had three calls from Mr [redacted] to him twice of the three times One particular time Mr [redacted] tried to call me I was working and unable to take the call When I did speak to him he kept telling me he would only try to correct the problem if I paid for additional monies despite his website’s advertisement “Satisfaction Guaranteed.” His website does not stipulate that this guarantee comes with any additional cost to the customer In our telephone conversations, Mr [redacted] kept trying to talk over me and was argumentative which was not being customer centric whatsoever The designer advised she had the same experience with him as well In addition, he told the designer he would call us Thanksgiving week after we voiced our concerns over the damaged tile and that Mr [redacted] refused to reimburse our money He never called us and it was quite clear from prior conversations Mr [redacted] had no intention of correcting his error and negligent act without being compensated again Mr [redacted] is quick to blame everyone but himself for his poor judgment in the miss application of the chemicals and treatment to our tile He has caused severe damage to the old tile now requiring replacement The tile is deteriorating and pitting as evidenced in photos and video and verified by the designer We have had another tile company look at the tile right after Mr [redacted] did the job and they advised the job was done incorrectly As Mr [redacted] advertises himself to be a professional tile expert he has the greater duty of care, due diligence and responsibility to make sure he performs a job in a professional manner and correctly At the very least in this case Mr [redacted] is guilty of breach of contract, advertising and negligence Originally, we gave Mr [redacted] the option of paying us back for the original $1,charge Now because the tile has to be replaced due to Mr [redacted] negligence and poor judgment, we are incurring thousands of dollars to replace the old tile as it cannot be repaired after Mr [redacted] treatment of the tile Regards, [redacted]

To Whom It May Concern;I was hired by Mr. [redacted] designer, [redacted], to clean and seal old and new travertine floor at his home, prior to his moving in.  My proof that that is all I was hired to do, is first and foremost the price charged.  $1.10 is our standard price to clean and seal travertine.  The clean and seal process, is to strip the floor, neutralize the floor, and seal the floor.   I have what I call the "Stone Trailer", which I bring with me any time I have a job that is anything other than a clean and seal.  It has additional equipment, compounds, and cleaners we use when we are hired to restore floors (ie: hone and/or polish).  I did not bring this trailer, because I had no prior knowledge that the floor had a sheen that the customer wanted removed. In addition, my initial estimate to do the work would have included the charge to hone the floor, bringing the original estimate to $1.60 a square foot, had I been told about a sheen.  I have a text message from [redacted], agreeing to the $1.10, as proof that this was the agreed price.  In regards to my agreement with [redacted]:  She had full authority to hire us, make decisions about his home, and make payment once work was completed to her satisfaction.  Again, Mr. [redacted] and myself had never spoke about his expectations.  I was hired by [redacted] and she was satisfied and paid us.  In addition,  [redacted] had made a significant error in measuring the square footage, but as a professional courtesy, I did not ask her to pay the difference. In regards to the events of November 6th:  We arrived at the home shortly after 7:00a.m.  At 9:15 I called [redacted] to give her the Square footage and began the cleaning process.  Once completed, we began to seal and at this time noticed the older floor had a sheen on it.  We did a quick hone test to see if it could be easily removed which did not remove the sheen.  Again, I did not have the "Stone Trailer", and did not have all I needed to try anything further.  At this point we stopped working and called [redacted].  I told her that there was a shine on the older travertine and that I could attempt to hone and remove, but would need the customers approval because it would cost an additional .55/ sq. ft. to hone.  While [redacted] tried calling Mr. [redacted], I called Stone Tech, to see if they had any other suggestions.  After speaking with Stone Tech the conclusion was that there was some kind of wax or laquer on the floor that may not come up.   At this point, [redacted] called and said she was unable to reach the home owner.  I told her I thought we should wait to finish the floor until we had spoke to the Mr. [redacted].  [redacted] would not give me Mr. [redacted] phone number, and insisted that it would be fine and told me to complete the work.  [redacted] had the homeowners authority to hire us and pay us, and there was no reason for me to question her decision to complete the work.  Again, at no time did she mention that Mr. [redacted] had wanted the shine removed, and that it was going to be a problem.  Why would she pay us if we did not do what we were hired to do? Mr. [redacted] is attempting to portray me as an unprofessional fool with no customer service, and no knowledge.  I have clean, sealed, and restored numerous travertine floors for over 10 years.  I have customers that call me regularly to clean/polish/seal their stone floors.  I have used the same cleaning products, and used the same procedures each and every time.  I have not had even a complaint with the Revdex.com, ever.  I take great pride in my work and I have complete confidence that the stripper, neutral cleaner, and sealer did not cause any damage to his floor. The same cleaning agents and process was used throughout the home, and yet he is only unhappy with the older flooring.  He has gone from being dissatisfied because we did not remove a sheen, we were not hired to take off, to now wanting all the old floor replaced?  My phone records prove that I made a phone call to Mr. [redacted] on November 6th when [redacted] finally gave me his number at 3:30, and he returned the call. I then attempted to call him two more times that day at 4:24, and 4:43, without a call back.  The following day I tried calling him twice, first at 9:47, then again at 10:40.  I was calling to arrange a time after Thanksgiving that I could come out with the "Stone Trailer" to see if anything could be done about the sheen. He never returned any of my last four phone calls.  I made attempts to go back out to the home, at the very least meet him and go over what his concerns were and try to address them.Attached please find letters from construction companies we have worked for attesting to our work, a few invoices of clean and seal travertine jobs we have done recently proving our pricing, and my certifications pertaining to stone and tile cleaning and restoring. And finally a letter from a company that had similar problems when working with [redacted]. Sincerely,[redacted]Quest Carpet and Stone Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
December 16, 2014
Mr. [redacted] is hereby rejected.
Throughout Mr. [redacted]’s response to the RevDex.com and in his letter to me, he has contradicted himself on several points.
He indicates he was only hired to clean and seal not strip
the tile, however, we have a written statement from the designer verifying that
Mr. [redacted] was advised the job was to strip, clean and seal the old tile
to match the new tile.  Our designer stipulates
she spent quite a bit of time with Mr. [redacted] discussing this job in
detail including the gloss finish on the existing floor that needed to be
stripped off.  He was also hired to clean
and seal the new travertine tile but again strip, clean and seal the existing
tile as verified by the designer.
The designer advises when Mr. [redacted] arrived at our
home he called her and advised he saw what she was talking about and saw NO
problem stripping off the gloss finish and then cleaning and sealing the floor.
In Mr. [redacted]‘s advises in his response to us that his
inspection upon arrival to do the job indicates there was dust on the
tile.  Mr. [redacted] was advised that
we had just purchased the home and had not moved in yet.  If he arrived and the dust on the tile was an
issue, he should have stopped and contacted someone immediately if this was a
true concern.
Mr. [redacted] by his own admission in writing and in
conversations with me indicated he was only hired to clean and seal the tile yet
he admits he stripped the tile which if we went by Mr. [redacted]’s account
that he was only hired to clean and seal the tile would be a breach of
contract.  It is also well documented
that Mr. [redacted] called Stone Tech to find out what chemicals to use and
made repeated calls to Stone Tech when he realized there was a problem.
Mr. [redacted] response indicates when he arrived he noted
the old tile had been previously treated with some type of wax or lacquer prior
to my home ownership.  When he realized
this and if he had any concerns he should have immediately stopped any work on
the tile or at the very least done a spot check on an obscurely located tile to
see if the chemicals he was using was going to harm the tile.  He did not do this.  He even was overhead telling his son what he
was applying was not working but he proceeded anyway to lay these harmful
chemicals on all the old tile destroying any possibility for any
remediation. 
He indicates he could not get a hold of me several
times.  This statement would be correct
one time.  In total I had three calls
from Mr. [redacted] to him twice of the three times.  One particular time Mr. [redacted] tried to
call me I was working and unable to take the call.  When I did speak to him he kept telling me he
would only try to correct the problem if I paid for additional monies despite
his website’s advertisement “Satisfaction Guaranteed.”   His
website does not stipulate that this guarantee comes with any additional cost
to the customer.   In our telephone
conversations, Mr. [redacted] kept trying to talk over me and was
argumentative which was not being customer centric whatsoever.  The designer advised she had the same
experience with him as well.   In
addition, he told the designer he would call us Thanksgiving week after we
voiced our concerns over the damaged tile and that Mr. [redacted] refused to
reimburse our money.  He never called us
and it was quite clear from prior conversations Mr. [redacted] had no
intention of correcting his error and negligent act without being compensated
again.
Mr. [redacted] is quick to blame everyone but himself for
his poor judgment in the miss application of the chemicals and treatment to our
tile.  He has caused severe damage to the
old tile now requiring replacement.  The
tile is deteriorating and pitting as evidenced in photos and video and verified
by the designer.
We have had another tile company look at the tile right
after Mr. [redacted] did the job and they advised the job was done
incorrectly.
As Mr. [redacted] advertises himself to be a professional
tile expert he has the greater duty of care, due diligence and responsibility
to make sure he performs a job in a professional manner and correctly.  At the very least in this case Mr.
[redacted] is guilty of breach of contract, false advertising and negligence.
Originally, we gave Mr. [redacted] the option of paying us
back for the original $1,698.40 charge.  Now
because the tile has to be replaced due to Mr. [redacted] negligence and poor
judgment, we are incurring thousands of dollars to replace the old tile as it
cannot be repaired after Mr. [redacted] treatment of the tile. 
Regards,
[redacted]

To Whom It May Concern,We were hired to clean and seal old and new travertine in Mr. [redacted] home, which at the time had undergone a considerable amount of remodeling.  The individual that hired us, and that was our contact was his designer.  She hired us to clean and seal with no...

mention of any shine, or concerns that we needed to handle.  We did notice however, during the sealing process that the older travertine had some sort of shine on it.  We made calls to the designer and while trying to reach her, tried to see if honing would remove the shine.  The conversation overheard by "several" would have been at the moment my son and I tried a honing test, and realized it was not successful in removing the shine.  Unfortunately, because this job was to be a simple clean and seal, we had not brought our trailer which does have additional equipment we could have tried.  After speaking with the designer, who had tried to contact the customer, she told us to complete the sealing, even though I had suggested that we should hold off until we knew if the customer would want the shine off.  Removing the shine would be an additional cost and continuing to seal the floor was wasteful being the additional service of honing would remove the sealer.  She did not express any concern so we completed the job and received payment.  After several attempts that afternoon, I finally convinced the designer to give me the home owners phone number.  I contacted him and offered to come out and show him what we could do.  At no time, during our first conversation did he mention that he was under the impression he was hiring us to remove the shine on the old travertine.  I then left two messages the following day to try and set a time to meet with him, as my schedule was filling up and I wanted to take care of him.  Two weeks later the designer, not Mr. [redacted], called and said he was not happy.  I again, called him.  He said he had someone else come out and they verified the old travertine had something on it that would need addtitional cost to be removed.  During this conversation, I told him I was still willing to come out and work with him to get it resolved.  I would hone the floor at my cost, and would seal it again at no labor charge and only charge the cost of the sealer.  I asked only that we handle it after Thanksgiving as I was busy until then.  After our conversation, I got a call from the designer that he wanted his money back.  We have cleaned and sealed Travertine for 10 years, and have used the same solutions every time with no issues.  The problem with his old floor was pre-existing to his ownership.  It has obviously been treated with some sort of Laquer or wax that was never mentioned to me, and we had authorization from his designer to complete the job.  My offer still stands, to come out and work with him on the older travertine, to see what can be done.  I have attached a letter I sent to Mr. [redacted] in response to a letter he had sent me. ?

To Whom It May Concern,We were hired to clean and seal old and new travertine in Mr. [redacted] home, which at the time had undergone a considerable amount of remodeling.  The individual that hired us, and that was our contact was his designer.  She hired us to clean and seal with no mention...

of any shine, or concerns that we needed to handle.  We did notice however, during the sealing process that the older travertine had some sort of shine on it.  We made calls to the designer and while trying to reach her, tried to see if honing would remove the shine.  The conversation overheard by "several" would have been at the moment my son and I tried a honing test, and realized it was not successful in removing the shine.  Unfortunately, because this job was to be a simple clean and seal, we had not brought our trailer which does have additional equipment we could have tried.  After speaking with the designer, who had tried to contact the customer, she told us to complete the sealing, even though I had suggested that we should hold off until we knew if the customer would want the shine off.  Removing the shine would be an additional cost and continuing to seal the floor was wasteful being the additional service of honing would remove the sealer.  She did not express any concern so we completed the job and received payment.  After several attempts that afternoon, I finally convinced the designer to give me the home owners phone number.  I contacted him and offered to come out and show him what we could do.  At no time, during our first conversation did he mention that he was under the impression he was hiring us to remove the shine on the old travertine.  I then left two messages the following day to try and set a time to meet with him, as my schedule was filling up and I wanted to take care of him.  Two weeks later the designer, not Mr. [redacted], called and said he was not happy.  I again, called him.  He said he had someone else come out and they verified the old travertine had something on it that would need addtitional cost to be removed.  During this conversation, I told him I was still willing to come out and work with him to get it resolved.  I would hone the floor at my cost, and would seal it again at no labor charge and only charge the cost of the sealer.  I asked only that we handle it after Thanksgiving as I was busy until then.  After our conversation, I got a call from the designer that he wanted his money back.  We have cleaned and sealed Travertine for 10 years, and have used the same solutions every time with no issues.  The problem with his old floor was pre-existing to his ownership.  It has obviously been treated with some sort of Laquer or wax that was never mentioned to me, and we had authorization from his designer to complete the job.  My offer still stands, to come out and work with him on the older travertine, to see what can be done.  I have attached a letter I sent to Mr. [redacted] in response to a letter he had sent me. ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
December 16, 2014
Mr. [redacted] is hereby rejected.
Throughout Mr. [redacted]’s response to the RevDex.com and in his letter to me, he has contradicted himself on several points.
He indicates he was only hired to clean and seal not strip
the tile, however, we have a written statement from the designer verifying that
Mr. [redacted] was advised the job was to strip, clean and seal the old tile
to match the new tile.  Our designer stipulates
she spent quite a bit of time with Mr. [redacted] discussing this job in
detail including the gloss finish on the existing floor that needed to be
stripped off.  He was also hired to clean
and seal the new travertine tile but again strip, clean and seal the existing
tile as verified by the designer.
The designer advises when Mr. [redacted] arrived at our
home he called her and advised he saw what she was talking about and saw NO
problem stripping off the gloss finish and then cleaning and sealing the floor.
In Mr. [redacted]‘s advises in his response to us that his
inspection upon arrival to do the job indicates there was dust on the
tile.  Mr. [redacted] was advised that
we had just purchased the home and had not moved in yet.  If he arrived and the dust on the tile was an
issue, he should have stopped and contacted someone immediately if this was a
true concern.
Mr. [redacted] by his own admission in writing and in
conversations with me indicated he was only hired to clean and seal the tile yet
he admits he stripped the tile which if we went by Mr. [redacted]’s account
that he was only hired to clean and seal the tile would be a breach of
contract.  It is also well documented
that Mr. [redacted] called Stone Tech to find out what chemicals to use and
made repeated calls to Stone Tech when he realized there was a problem.
Mr. [redacted] response indicates when he arrived he noted
the old tile had been previously treated with some type of wax or lacquer prior
to my home ownership.  When he realized
this and if he had any concerns he should have immediately stopped any work on
the tile or at the very least done a spot check on an obscurely located tile to
see if the chemicals he was using was going to harm the tile.  He did not do this.  He even was overhead telling his son what he
was applying was not working but he proceeded anyway to lay these harmful
chemicals on all the old tile destroying any possibility for any
remediation. 
He indicates he could not get a hold of me several
times.  This statement would be correct
one time.  In total I had three calls
from Mr. [redacted] to him twice of the three times.  One particular time Mr. [redacted] tried to
call me I was working and unable to take the call.  When I did speak to him he kept telling me he
would only try to correct the problem if I paid for additional monies despite
his website’s advertisement “Satisfaction Guaranteed.”   His
website does not stipulate that this guarantee comes with any additional cost
to the customer.   In our telephone
conversations, Mr. [redacted] kept trying to talk over me and was
argumentative which was not being customer centric whatsoever.  The designer advised she had the same
experience with him as well.   In
addition, he told the designer he would call us Thanksgiving week after we
voiced our concerns over the damaged tile and that Mr. [redacted] refused to
reimburse our money.  He never called us
and it was quite clear from prior conversations Mr. [redacted] had no
intention of correcting his error and negligent act without being compensated
again.
Mr. [redacted] is quick to blame everyone but himself for
his poor judgment in the miss application of the chemicals and treatment to our
tile.  He has caused severe damage to the
old tile now requiring replacement.  The
tile is deteriorating and pitting as evidenced in photos and video and verified
by the designer.
We have had another tile company look at the tile right
after Mr. [redacted] did the job and they advised the job was done
incorrectly.
As Mr. [redacted] advertises himself to be a professional
tile expert he has the greater duty of care, due diligence and responsibility
to make sure he performs a job in a professional manner and correctly.  At the very least in this case Mr.
[redacted] is guilty of breach of contract, false advertising and negligence.
Originally, we gave Mr. [redacted] the option of paying us
back for the original $1,698.40 charge.  Now
because the tile has to be replaced due to Mr. [redacted] negligence and poor
judgment, we are incurring thousands of dollars to replace the old tile as it
cannot be repaired after Mr. [redacted] treatment of the tile. 
Regards,
[redacted]

To Whom It May Concern,We were hired to clean and seal old and new travertine in Mr. [redacted] home, which at the time had undergone a considerable amount of remodeling.  The individual that hired us, and that was our contact was his designer.  She hired us to clean and seal with no...

mention of any shine, or concerns that we needed to handle.  We did notice however, during the sealing process that the older travertine had some sort of shine on it.  We made calls to the designer and while trying to reach her, tried to see if honing would remove the shine.  The conversation overheard by "several" would have been at the moment my son and I tried a honing test, and realized it was not successful in removing the shine.  Unfortunately, because this job was to be a simple clean and seal, we had not brought our trailer which does have additional equipment we could have tried.  After speaking with the designer, who had tried to contact the customer, she told us to complete the sealing, even though I had suggested that we should hold off until we knew if the customer would want the shine off.  Removing the shine would be an additional cost and continuing to seal the floor was wasteful being the additional service of honing would remove the sealer.  She did not express any concern so we completed the job and received payment.  After several attempts that afternoon, I finally convinced the designer to give me the home owners phone number.  I contacted him and offered to come out and show him what we could do.  At no time, during our first conversation did he mention that he was under the impression he was hiring us to remove the shine on the old travertine.  I then left two messages the following day to try and set a time to meet with him, as my schedule was filling up and I wanted to take care of him.  Two weeks later the designer, not Mr. [redacted], called and said he was not happy.  I again, called him.  He said he had someone else come out and they verified the old travertine had something on it that would need addtitional cost to be removed.  During this conversation, I told him I was still willing to come out and work with him to get it resolved.  I would hone the floor at my cost, and would seal it again at no labor charge and only charge the cost of the sealer.  I asked only that we handle it after Thanksgiving as I was busy until then.  After our conversation, I got a call from the designer that he wanted his money back.  We have cleaned and sealed Travertine for 10 years, and have used the same solutions every time with no issues.  The problem with his old floor was pre-existing to his ownership.  It has obviously been treated with some sort of Laquer or wax that was never mentioned to me, and we had authorization from his designer to complete the job.  My offer still stands, to come out and work with him on the older travertine, to see what can be done.  I have attached a letter I sent to Mr. [redacted] in response to a letter he had sent me. ?

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
December 16, 2014

Mr. [redacted] is hereby rejected.

Throughout Mr. [redacted]’s response to the RevDex.com and in his letter to me, he has contradicted himself on several points.

He indicates he was only hired to clean and seal not strip

the tile, however, we have a written statement from the designer verifying that

Mr. [redacted] was advised the job was to strip, clean and seal the old tile

to match the new tile.  Our designer stipulates

she spent quite a bit of time with Mr. [redacted] discussing this job in

detail including the gloss finish on the existing floor that needed to be

stripped off.  He was also hired to clean

and seal the new travertine tile but again strip, clean and seal the existing

tile as verified by the designer.

The designer advises when Mr. [redacted] arrived at our

home he called her and advised he saw what she was talking about and saw NO

problem stripping off the gloss finish and then cleaning and sealing the floor.

In Mr. [redacted]‘s advises in his response to us that his

inspection upon arrival to do the job indicates there was dust on the

tile.  Mr. [redacted] was advised that

we had just purchased the home and had not moved in yet.  If he arrived and the dust on the tile was an

issue, he should have stopped and contacted someone immediately if this was a

true concern.

Mr. [redacted] by his own admission in writing and in

conversations with me indicated he was only hired to clean and seal the tile yet

he admits he stripped the tile which if we went by Mr. [redacted]’s account

that he was only hired to clean and seal the tile would be a breach of

contract.  It is also well documented

that Mr. [redacted] called Stone Tech to find out what chemicals to use and

made repeated calls to Stone Tech when he realized there was a problem.

Mr. [redacted] response indicates when he arrived he noted

the old tile had been previously treated with some type of wax or lacquer prior

to my home ownership.  When he realized

this and if he had any concerns he should have immediately stopped any work on

the tile or at the very least done a spot check on an obscurely located tile to

see if the chemicals he was using was going to harm the tile.  He did not do this.  He even was overhead telling his son what he

was applying was not working but he proceeded anyway to lay these harmful

chemicals on all the old tile destroying any possibility for any

remediation. 

He indicates he could not get a hold of me several

times.  This statement would be correct

one time.  In total I had three calls

from Mr. [redacted] to him twice of the three times.  One particular time Mr. [redacted] tried to

call me I was working and unable to take the call.  When I did speak to him he kept telling me he

would only try to correct the problem if I paid for additional monies despite

his website’s advertisement “Satisfaction Guaranteed.”   His

website does not stipulate that this guarantee comes with any additional cost

to the customer.   In our telephone

conversations, Mr. [redacted] kept trying to talk over me and was

argumentative which was not being customer centric whatsoever.  The designer advised she had the same

experience with him as well.   In

addition, he told the designer he would call us Thanksgiving week after we

voiced our concerns over the damaged tile and that Mr. [redacted] refused to

reimburse our money.  He never called us

and it was quite clear from prior conversations Mr. [redacted] had no

intention of correcting his error and negligent act without being compensated

again.

Mr. [redacted] is quick to blame everyone but himself for

his poor judgment in the miss application of the chemicals and treatment to our

tile.  He has caused severe damage to the

old tile now requiring replacement.  The

tile is deteriorating and pitting as evidenced in photos and video and verified

by the designer.

We have had another tile company look at the tile right

after Mr. [redacted] did the job and they advised the job was done

incorrectly.

As Mr. [redacted] advertises himself to be a professional

tile expert he has the greater duty of care, due diligence and responsibility

to make sure he performs a job in a professional manner and correctly.  At the very least in this case Mr.

[redacted] is guilty of breach of contract, false advertising and negligence.

Originally, we gave Mr. [redacted] the option of paying us

back for the original $1,698.40 charge.  Now

because the tile has to be replaced due to Mr. [redacted] negligence and poor

judgment, we are incurring thousands of dollars to replace the old tile as it

cannot be repaired after Mr. [redacted] treatment of the tile. 

Regards,

To Whom It May Concern;I was hired by Mr. [redacted] designer, [redacted], to clean and seal old and new travertine floor at his home, prior to his moving in.  My proof that that is all I was hired to do, is first and foremost the price charged.  $1.10 is our standard price to clean and seal travertine.  The clean and seal process, is to strip the floor, neutralize the floor, and seal the floor.   I have what I call the "Stone Trailer", which I bring with me any time I have a job that is anything other than a clean and seal.  It has additional equipment, compounds, and cleaners we use when we are hired to restore floors (ie: hone and/or polish).  I did not bring this trailer, because I had no prior knowledge that the floor had a sheen that the customer wanted removed. In addition, my initial estimate to do the work would have included the charge to hone the floor, bringing the original estimate to $1.60 a square foot, had I been told about a sheen.  I have a text message from [redacted], agreeing to the $1.10, as proof that this was the agreed price.  In regards to my agreement with [redacted]:  She had full authority to hire us, make decisions about his home, and make payment once work was completed to her satisfaction.  Again, Mr. [redacted] and myself had never spoke about his expectations.  I was hired by [redacted] and she was satisfied and paid us.  In addition,  [redacted] had made a significant error in measuring the square footage, but as a professional courtesy, I did not ask her to pay the difference. In regards to the events of November 6th:  We arrived at the home shortly after 7:00a.m.  At 9:15 I called [redacted] to give her the Square footage and began the cleaning process.  Once completed, we began to seal and at this time noticed the older floor had a sheen on it.  We did a quick hone test to see if it could be easily removed which did not remove the sheen.  Again, I did not have the "Stone Trailer", and did not have all I needed to try anything further.  At this point we stopped working and called [redacted].  I told her that there was a shine on the older travertine and that I could attempt to hone and remove, but would need the customers approval because it would cost an additional .55/ sq. ft. to hone.  While [redacted] tried calling Mr. [redacted], I called Stone Tech, to see if they had any other suggestions.  After speaking with Stone Tech the conclusion was that there was some kind of wax or laquer on the floor that may not come up.   At this point, [redacted] called and said she was unable to reach the home owner.  I told her I thought we should wait to finish the floor until we had spoke to the Mr. [redacted].  [redacted] would not give me Mr. [redacted] phone number, and insisted that it would be fine and told me to complete the work.  [redacted] had the homeowners authority to hire us and pay us, and there was no reason for me to question her decision to complete the work.  Again, at no time did she mention that Mr. [redacted] had wanted the shine removed, and that it was going to be a problem.  Why would she pay us if we did not do what we were hired to do? Mr. [redacted] is attempting to portray me as an unprofessional fool with no customer service, and no knowledge.  I have clean, sealed, and restored numerous travertine floors for over 10 years.  I have customers that call me regularly to clean/polish/seal their stone floors.  I have used the same cleaning products, and used the same procedures each and every time.  I have not had even a complaint with the Revdex.com, ever.  I take great pride in my work and I have complete confidence that the stripper, neutral cleaner, and sealer did not cause any damage to his floor. The same cleaning agents and process was used throughout the home, and yet he is only unhappy with the older flooring.  He has gone from being dissatisfied because we did not remove a sheen, we were not hired to take off, to now wanting all the old floor replaced?  My phone records prove that I made a phone call to Mr. [redacted] on November 6th when [redacted] finally gave me his number at 3:30, and he returned the call. I then attempted to call him two more times that day at 4:24, and 4:43, without a call back.  The following day I tried calling him twice, first at 9:47, then again at 10:40.  I was calling to arrange a time after Thanksgiving that I could come out with the "Stone Trailer" to see if anything could be done about the sheen. He never returned any of my last four phone calls.  I made attempts to go back out to the home, at the very least meet him and go over what his concerns were and try to address them.Attached please find letters from construction companies we have worked for attesting to our work, a few invoices of clean and seal travertine jobs we have done recently proving our pricing, and my certifications pertaining to stone and tile cleaning and restoring. And finally a letter from a company that had similar problems when working with [redacted]. Sincerely,[redacted]Quest Carpet and Stone Care

Review: [redacted] owner of Quest Carpet and Stone Care, LLC was hired to work on our travertine tile in a home we purchased in November, 2014. As directed by our designer, [redacted] was hired to clean, seal and remove the shine off the existing travertine tile and reseal that tile and all the new tile added to the home. [redacted] along with his son began to lay a chemical to clean the existing tile and realized that the process was not working and in fact blotching and damaging the tile. He continued laying the chemical anyway damaging all our existing tile. He even admitted to his son who was assisting that day that "this was not working" but continued laying the damaging chemical anyway. This remark was overhead by several witnesses in our home that day. As a result we now have damaged travertine floors. We have had other tile finishers inspect the damaged tile advising the job was done incorrectly and that a small area of the tile should have been tested before doing the whole floor. They also offer no guarantee the floor can be repaired at this point. As a result our tile is now damaged and there is no guarantee it can now be repaired per the experts we have had inspect this tile. We have repeatedly asked [redacted] for a full refund of the money we paid $1,698.40 which he has refused to do. Our designer has talked to [redacted] to no avail. In fact he indicated he would have to now hone the tile at an additional cost to us of $.60 per square foot despite the fact he is the one who damaged the tile. His website advertises "Satisfaction Guarantee" which he refuses to uphold without us incurring additional charges. [redacted] keeps telling me he was hired to clean and seal the tile and that is what he did. This comment is made without any regard for the outcome. When we entered our home the day we moved in we were shocked to see the condition of the tile left that way and since that day have been trying to get a refund.Desired Settlement: [redacted] of Quest Stone and Carpet Care, LLC was negligent in the process used and services rendered in treating our tile resulting in severe damages. [redacted] as an professional expert should have tested a small area of the tile before applying the chemicals used on the entire floor. When he realized the process was not working and damaging the tile, he should have stopped immediately but did not. We are therefore requesting a full refund of $1,698.40.

Business

Response:

To Whom It May Concern,We were hired to clean and seal old and new travertine in Mr. [redacted] home, which at the time had undergone a considerable amount of remodeling. The individual that hired us, and that was our contact was his designer. She hired us to clean and seal with no mention of any shine, or concerns that we needed to handle. We did notice however, during the sealing process that the older travertine had some sort of shine on it. We made calls to the designer and while trying to reach her, tried to see if honing would remove the shine. The conversation overheard by "several" would have been at the moment my son and I tried a honing test, and realized it was not successful in removing the shine. Unfortunately, because this job was to be a simple clean and seal, we had not brought our trailer which does have additional equipment we could have tried. After speaking with the designer, who had tried to contact the customer, she told us to complete the sealing, even though I had suggested that we should hold off until we knew if the customer would want the shine off. Removing the shine would be an additional cost and continuing to seal the floor was wasteful being the additional service of honing would remove the sealer. She did not express any concern so we completed the job and received payment. After several attempts that afternoon, I finally convinced the designer to give me the home owners phone number. I contacted him and offered to come out and show him what we could do. At no time, during our first conversation did he mention that he was under the impression he was hiring us to remove the shine on the old travertine. I then left two messages the following day to try and set a time to meet with him, as my schedule was filling up and I wanted to take care of him. Two weeks later the designer, not Mr. [redacted], called and said he was not happy. I again, called him. He said he had someone else come out and they verified the old travertine had something on it that would need addtitional cost to be removed. During this conversation, I told him I was still willing to come out and work with him to get it resolved. I would hone the floor at my cost, and would seal it again at no labor charge and only charge the cost of the sealer. I asked only that we handle it after Thanksgiving as I was busy until then. After our conversation, I got a call from the designer that he wanted his money back. We have cleaned and sealed Travertine for 10 years, and have used the same solutions every time with no issues. The problem with his old floor was pre-existing to his ownership. It has obviously been treated with some sort of Laquer or wax that was never mentioned to me, and we had authorization from his designer to complete the job. My offer still stands, to come out and work with him on the older travertine, to see what can be done. I have attached a letter I sent to Mr. [redacted] in response to a letter he had sent me. ?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

December 16, 2014

Mr. [redacted] is hereby rejected.

Throughout Mr. [redacted]’s response to the RevDex.com and in his letter to me, he has contradicted himself on several points.

He indicates he was only hired to clean and seal not strip

the tile, however, we have a written statement from the designer verifying that

Mr. [redacted] was advised the job was to strip, clean and seal the old tile

to match the new tile. Our designer stipulates

she spent quite a bit of time with Mr. [redacted] discussing this job in

detail including the gloss finish on the existing floor that needed to be

stripped off. He was also hired to clean

and seal the new travertine tile but again strip, clean and seal the existing

tile as verified by the designer.

The designer advises when Mr. [redacted] arrived at our

home he called her and advised he saw what she was talking about and saw NO

problem stripping off the gloss finish and then cleaning and sealing the floor.

In Mr. [redacted]‘s advises in his response to us that his

inspection upon arrival to do the job indicates there was dust on the

tile. Mr. [redacted] was advised that

we had just purchased the home and had not moved in yet. If he arrived and the dust on the tile was an

issue, he should have stopped and contacted someone immediately if this was a

true concern.

Mr. [redacted] by his own admission in writing and in

conversations with me indicated he was only hired to clean and seal the tile yet

he admits he stripped the tile which if we went by Mr. [redacted]’s account

that he was only hired to clean and seal the tile would be a breach of

contract. It is also well documented

that Mr. [redacted] called Stone Tech to find out what chemicals to use and

made repeated calls to Stone Tech when he realized there was a problem.

Mr. [redacted] response indicates when he arrived he noted

the old tile had been previously treated with some type of wax or lacquer prior

to my home ownership. When he realized

this and if he had any concerns he should have immediately stopped any work on

the tile or at the very least done a spot check on an obscurely located tile to

see if the chemicals he was using was going to harm the tile. He did not do this. He even was overhead telling his son what he

was applying was not working but he proceeded anyway to lay these harmful

chemicals on all the old tile destroying any possibility for any

remediation.

He indicates he could not get a hold of me several

times. This statement would be correct

one time. In total I had three calls

from Mr. [redacted] to him twice of the three times. One particular time Mr. [redacted] tried to

call me I was working and unable to take the call. When I did speak to him he kept telling me he

would only try to correct the problem if I paid for additional monies despite

his website’s advertisement “Satisfaction Guaranteed.” His

website does not stipulate that this guarantee comes with any additional cost

to the customer. In our telephone

conversations, Mr. [redacted] kept trying to talk over me and was

argumentative which was not being customer centric whatsoever. The designer advised she had the same

experience with him as well. In

addition, he told the designer he would call us Thanksgiving week after we

voiced our concerns over the damaged tile and that Mr. [redacted] refused to

reimburse our money. He never called us

and it was quite clear from prior conversations Mr. [redacted] had no

intention of correcting his error and negligent act without being compensated

again.

Mr. [redacted] is quick to blame everyone but himself for

his poor judgment in the miss application of the chemicals and treatment to our

tile. He has caused severe damage to the

old tile now requiring replacement. The

tile is deteriorating and pitting as evidenced in photos and video and verified

by the designer.

We have had another tile company look at the tile right

after Mr. [redacted] did the job and they advised the job was done

incorrectly.

As Mr. [redacted] advertises himself to be a professional

tile expert he has the greater duty of care, due diligence and responsibility

to make sure he performs a job in a professional manner and correctly. At the very least in this case Mr.

[redacted] is guilty of breach of contract, false advertising and negligence.

Originally, we gave Mr. [redacted] the option of paying us

back for the original $1,698.40 charge. Now

because the tile has to be replaced due to Mr. [redacted] negligence and poor

judgment, we are incurring thousands of dollars to replace the old tile as it

cannot be repaired after Mr. [redacted] treatment of the tile.

Regards,

Business

Response:

To Whom It May Concern;I was hired by Mr. [redacted] designer, [redacted], to clean and seal old and new travertine floor at his home, prior to his moving in. My proof that that is all I was hired to do, is first and foremost the price charged. $1.10 is our standard price to clean and seal travertine. The clean and seal process, is to strip the floor, neutralize the floor, and seal the floor. I have what I call the "Stone Trailer", which I bring with me any time I have a job that is anything other than a clean and seal. It has additional equipment, compounds, and cleaners we use when we are hired to restore floors (ie: hone and/or polish). I did not bring this trailer, because I had no prior knowledge that the floor had a sheen that the customer wanted removed. In addition, my initial estimate to do the work would have included the charge to hone the floor, bringing the original estimate to $1.60 a square foot, had I been told about a sheen. I have a text message from [redacted], agreeing to the $1.10, as proof that this was the agreed price. In regards to my agreement with [redacted]: She had full authority to hire us, make decisions about his home, and make payment once work was completed to her satisfaction. Again, Mr. [redacted] and myself had never spoke about his expectations. I was hired by [redacted] and she was satisfied and paid us. In addition, [redacted] had made a significant error in measuring the square footage, but as a professional courtesy, I did not ask her to pay the difference. In regards to the events of November 6th: We arrived at the home shortly after 7:00a.m. At 9:15 I called [redacted] to give her the Square footage and began the cleaning process. Once completed, we began to seal and at this time noticed the older floor had a sheen on it. We did a quick hone test to see if it could be easily removed which did not remove the sheen. Again, I did not have the "Stone Trailer", and did not have all I needed to try anything further. At this point we stopped working and called [redacted]. I told her that there was a shine on the older travertine and that I could attempt to hone and remove, but would need the customers approval because it would cost an additional .55/ sq. ft. to hone. While [redacted] tried calling Mr. [redacted], I called Stone Tech, to see if they had any other suggestions. After speaking with Stone Tech the conclusion was that there was some kind of wax or laquer on the floor that may not come up. At this point, [redacted] called and said she was unable to reach the home owner. I told her I thought we should wait to finish the floor until we had spoke to the Mr. [redacted] would not give me Mr. [redacted] phone number, and insisted that it would be fine and told me to complete the work. [redacted] had the homeowners authority to hire us and pay us, and there was no reason for me to question her decision to complete the work. Again, at no time did she mention that Mr. [redacted] had wanted the shine removed, and that it was going to be a problem. Why would she pay us if we did not do what we were hired to do? Mr. [redacted] is attempting to portray me as an unprofessional fool with no customer service, and no knowledge. I have clean, sealed, and restored numerous travertine floors for over 10 years. I have customers that call me regularly to clean/polish/seal their stone floors. I have used the same cleaning products, and used the same procedures each and every time. I have not had even a complaint with the Revdex.com, ever. I take great pride in my work and I have complete confidence that the stripper, neutral cleaner, and sealer did not cause any damage to his floor. The same cleaning agents and process was used throughout the home, and yet he is only unhappy with the older flooring. He has gone from being dissatisfied because we did not remove a sheen, we were not hired to take off, to now wanting all the old floor replaced? My phone records prove that I made a phone call to Mr. [redacted] on November 6th when [redacted] finally gave me his number at 3:30, and he returned the call. I then attempted to call him two more times that day at 4:24, and 4:43, without a call back. The following day I tried calling him twice, first at 9:47, then again at 10:40. I was calling to arrange a time after Thanksgiving that I could come out with the "Stone Trailer" to see if anything could be done about the sheen. He never returned any of my last four phone calls. I made attempts to go back out to the home, at the very least meet him and go over what his concerns were and try to address them.Attached please find letters from construction companies we have worked for attesting to our work, a few invoices of clean and seal travertine jobs we have done recently proving our pricing, and my certifications pertaining to stone and tile cleaning and restoring. And finally a letter from a company that had similar problems when working with [redacted]. Sincerely,[redacted]Quest Carpet and Stone Care

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Description: Carpet & Rug Cleaners, Mold & Mildew Inspection/Removal/Remediation, Upholstery & Carpet Cleaning, Tile & Grout Cleaning, Auto Upholstery Cleaning

Address: PO Box 6996, Chandler, Arizona, United States, 85246-6996

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