Gambinos Bakery

In response this customers complaintThe first liner was installed correctly but at an angle and there was a manufacturer issue with the liner, so the manufacturer sent us the new product to installWe ordered her another liner and installed it correctly and straightThere is a small difference in where the skirt of the liner lays, this is something that we cannot address, the new liner is installed straight and we have let this customer know that there is nothing further that we can do as this has been worked on several times after the new liner was installedThere is only a one year warranty on our sealant, we are not responsible for the sealant after that time periodWe have told this customer several times that the liner is installed correctly and there is nothing else that we can doAlso that soap sm should not be allowed to build up on the sealant, when properly taken care of it should last many many yearsWe have been out to homes that have year old sealant that looks as good as the day it was installed but it was wiped down after every shower and cleaned oftenThe installer that went out there let the customers and the company know that it was installed properly and plumb and there was nothing further we could do

Complaint: I am rejecting this response because:When all was said and done, I still did not get the sinks or counter tops that I had requested Because the workman from Pacific Coast Re.Bath destroyed the tiles that I had purchased for the bathrooms, and because I had to hire someone else to redo the Master bathroom walls and tile, we deducted those expenses from the final payment that we owed to Re.Bath The project manager said that he would have to put a lien on our home So, almost months of numerous mistakes, delays, unacceptable work and our home in a state of disorder, we felt very intitled to deduct our expenses that were due strictly to their destroying materials that we purchased with our own money Regards, [redacted]

Complaint: I am rejecting this response because:There has been no service completed had two no shows for service since I filled compliant Regards, [redacted]

This complaint was settled on 2/19/by way of a Change Order signed by all parties

Revdex.com:I have reviewed the response made by the business in reference to complaint ID .10325498,and find that Mediation is necessaryRegards, [redacted]

Complaint: I am rejecting this response because:Ah, the ever-shifting "re-telling" of the "rebath" story.1) My contract clearly says weeks.2) I was NEVER offered an install date If I was, I'd like them to produce WRITTEN proof of such(If I was, in fact, offered a written install date in the timeframe they claim...I WOULD HAVE TAKEN IT.)3) I NEVER spoke to them on 10/and I have proof of this.4) I have proof that Thom suggested I make "another payment" so they could move me up on the schedule.5) They were the ones who did not live up to the signed letter of the contract by not offering me an install date within the agreed to week timeframe Therefore, they should refund my deposit since they could not fulfill my contract.6) Judging from the numerous complaints I've seen re: their business practices online, this appears to be par for the course They seem to commonly not live up to contract-specified dates.7) I'm so sorry if anyone's feelings were hurt in the discussion of their STEALING my $deposit while doing NO WORK and NOT GIVING ME an INSTALL DATE I suppose their delicate sensibilities would be better served in worrying about delivering on contracted services rather than focusing on lying, stealing money, and then fabricating phone calls and "facts" to cover their butts Regards, [redacted] H [redacted]

To Whom It May Concern,Mr. [redacted] signed a contract with Pacific Coast Re-Bath on June 13,2014 and as Mr. [redacted] stated work commenced at his home on September 15, 2014. The amount of work that was to be contracted was to tear out his existing shower pan and replace it with one of our Durabath... SSP shower pan as well as replace the shower valve. We were to install a Durabath SSP wall system over his existing tile walls, install a custom made order after shower door, and some corner shelf units and an 18" grab bar. We call all this work Phase 1 area since it only affects the wet area. Phase II is considered the aesthetic area of the bathroom, the phase II work that Mr. [redacted] contracted us to do was to tear out his existing tile floor and replace 89 square feet of our "Floating Tile Floor" a patented product that is built and made to go over existing floors, eliminating the need for demolition existing floors and the mortar process allowing the floor to be installed and completed in a very efficient and streamlined manner. In addition to the flooring we were to remove and install a new toilet,remove existing counter-top and replace with a new stone counter-top and two single handle faucets. On September 15, 2014, Pacific Coast Re-Bath sent over 3 very skilled and qualified installers to install the contracted items in Mr. [redacted] 's bathroom. In two days they were able to complete the phase 1 work, less the order after shower door. They installed the tile flooring and toilet. Before the installers left, they took measurements for the shower door and the counter-top. We immediately placed an order for both items, we then scheduled with Mr. [redacted] for the installers to visit his home on September 25th to install the shower door, counter-top and faucets. On September 25, we installed all 3 items, less the side splashes which broke before we could install them. We then immediately had the side splashes re-made and made an appointment with Mr. [redacted] on October 9th to have us install the side splashes. When our workers arrived, Mr [redacted] voiced his concern regarding a squeak in the floor as well as their dissatisfaction with the sink faucets they chose. the installers then began to work on the floor issue, taking up some of the tiles and placing heavy duty adhesives underneath the tiles in order to eliminate the squeak, the only issue with doing this is, that we don't know if it is eliminated until the solution dries. So our installers then went to address the issue of the sink faucets. Mr. [redacted] expressed to us that he thought that the holes were cut to close to the back splash, we informed him that the holes were cut exactly to the standard set back and the stops are meant to be bent. They stopped the installers, as they wanted time to think about the faucets and if they wanted to exchange them with another type of faucets. We gave them a price to change it out and they wanted some time to think it over. Very shortly after our installers left their home they called our offices explaining that there was a squeak in the floor again and they were disputing the charge on their card for the progress payment that was made on the 16th of September. During this time they had reviewed the contract and noticed that there was a box checked on the Phase II contract for Pacific Coast Re-Bath to demo the original floor. When Mr. [redacted] confronted the installer regarding this, the installer admitted that he didn't even know that box on the contract existed. Mr. [redacted] then explained that he thought the squeak in the floor was due to that issue and he also was unhappy with the transition from the bedroom into the bathroom that the tile was higher in the bathroom and that someone could trip or stub their toe. So on October 23, 2014, we sent out [redacted] , to finish the sink installation as Mr. [redacted] turned down the price offer for us to purchase and install a different type of sink valve, as well as address the continued floor squeak. On this day, [redacted] pumped liquid nails underneath the plastic tabs to provide more support and eliminate the squeak. [redacted] then completed the installation of the sink faucets which consisted of bending the stem for the stopper, something that usually comes automatically done by the manufacturer. They say that [redacted] "mickey moused" the stems to fit the improperly fabricated counter-top, this is completely incorrect, if a call is placed to the faucet manufacturer, they would agree that the faucet was installed correctly. In regards to the transition issue with the tile being above the carpet I have attached pictures of the transition, the carpet is above the tile, we are unsure of why this was mentioned. Also, the true reason why there is a squeak in the floor is, on the floating tiles, there is a plastic backing and tabs on the sides so the tiles can click together, creating a very solid structure for the floor. The squeak is due to the plastic tabs rubbing together on a certain part of the floor. This has never been an issue in the past and we have installed over 300 of these types of floors, we understand that it is a true issue and wanted to have the opportunity to fix it. I have attached all of the emails sent to Mr. [redacted] with all of our offers to remedy the situation, with the last one not being responded to, I am assuming this complaint s the response. There have been over 127 man hours invested into this bathroom remodeling project and everything is installed to industry and manufacturer standards, we want to be able to remedy the squeak as we have been on the phone with the manufacture and have been given several solutions that we would like to try, as well as take care of the sink issue. In our last email, we offered to discount $600.00 off the contract price, $300.00 off for the existing floor tile not being removed and another $300.00 to return the existing sink facuets and for them to go and purchase their own 8" spread facuets and we will have our installer go out and install them at no extra charge to them. This would normally be a $500 additional charge, we will have to remove and re-install the counter-top. The [redacted] s, have a beutiful new shower which functions properly and a new tolet floor and countertop that function, all installed to industry standard, we feel this settlement is fair and would like to have the opportunity to perform the service call properly.

Complaint:
I am rejecting this response because:RE-Bath has not completed the "contract" facts or the promises made by a sales person The contract states 8-weeks for installation, it took weeks The contract states walls, which as promised by the salesperson would leave a seamless wall There was a 5th piece added leaving a long seam down the shower wall The sales person made these promises and then told us we needed to make a decision that day and sign the contract When it came time for installation and RE Bath could not provide the seamless shower or the promised repairs they would not let us cancel the contract, forcing us to let them complete the project I am so dissatisfied with the service from this company
Regards,
D*** ***

The business stated: "we have been trying to work this out with the customer separately"

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10434192, and find that this resolution is satisfactory to meRegards, *** ***

This customer has been serviced and is completed and paid in fullPlease close out this dispute

Our second response...As stated in our first response, and as it shows on the contract, it is an "anticipated" to weeks, which kept us clearly in the time frame that we were obligated to the customerAs for the salesperson making promises that were assumed to not be kept, our sales staff are trained to go over all options with the customer as it pertains to the size of the walls and how those wall systems may have to be installed because of various measurements and issues that exist with the bathroom prior to our installation of productWe believe that all options were explained according to our sales guidelines and that the customer was made aware of any and all possible changes that needed to be made because of preexisting conditions in the homeAs it stands for us, the customer has a completed and usable bathroom remodel with all of the necessary components installed that were contracted for us to perform, and no further action is required on our partThe customer has indeed paid in full for the remodel, which has satisfied her financial obligation to us as well.Best Regards,B*** ***Customer Care ManagerPacific Coast Re-Bath

This has been settled and taken care ofCustomer is paid in fullPlease close the complaintThank you

Complaint: 11767588
I am rejecting this response because:There has been no service completed had two no shows for service since I filled compliant .
Regards,
[redacted]

We disagree with the statement provided by Mr. [redacted] for
the following reasons.
 
We have invested a great deal of money and time into the
bathroom project at Mr. [redacted]’s home. 
Everything is installed to industry standard. The contractor that they brought
in is unfamiliar with Re-Bath’s unique products and installation methods and
practices that are used by Re-Bath, therefore other contractor’s opinions and
expertise are taken very lightly.
 
We do agree with the timeline set forth by Mr. [redacted] and
we understand that there are a couple of service call issues that are left
un-resolved.  One being the squeak in the
floor and the second being a slow draining sink.
 
Jennifer sent Mr. [redacted] the two pictures of two
different sink faucets, both from the same manufacturer, Delta.  The first one was of a 4” spread faucet where
the pop-up stem came bent from the manufacturer. Mr. [redacted] expressed his
disinterest in that example due to the fact is was different from his single
handle faucet, we then sent him a picture of a single handle faucet that is
very similar to his, just some design differences in the spout, that also came
bent from the manufacturer. The pop rod is bent, however when it is not in use,
it is pushed into the back of the faucet hiding the stem. I have attached both
of the pictures that we sent to Mr. [redacted].
 
Mr. [redacted] claims that the countertop is made incorrectly
and we “mickey moused” the sink faucets to cover up the incorrect sink and
faucet cutouts. We strongly disagree with this statement. When Michael
submitted the drawing to our fabricator, we indicate where the center of the
bowl needs to be to fit the cabinet, the setback of the sink faucet cutouts are
left up to the fabricator to cut them out to industry standard. The faucet
cutouts are methodically done to accommodate the clearance for the under mount
bowl. There is no other way for the faucets to have more clearance. We also
have a sworn statement from our fabricator that the sink and faucet cut outs
were cut to industry standard allowing the proper accommodation for all the
under mount sink hardware as well as the proper position for the spout over the
bowl.
 
The email the Jennifer sent to Mr. [redacted] regarding the
flooring was a response email, the original email from Mr. [redacted] expressed
the issues and concerns he had with the bathroom remodel I am sure you can see
that in the emails that I provided in my first response. We have a sworn
statement from Mike and Andy, both stating that there was a verbal acceptance
after it was explained to him how and why the interlocking floor tile was laid
over existing tile.
 
In response to the licensed contractor, again we completely
disagree with his findings, because he is unfamiliar to our products and
installation process.  This is especially
clear in the statement where the contractor was surprised that we would install
tile over existing tile. If we were using traditional tile, I would understand
their surprise, however the tile that Pacific Coast Re-Bath uses, is a patented
interlocking tile floor. This product is unique and is only distributed to a
small selection of contractors; they have released the sale of this product to
all Re-Bath franchisees. This tile is high quality porcelain that is
permanently bonded to an interlocking tray with a rubberized base; it not meant
to be adhered to a subfloor so it responds better to structural movement.  The entire reason Re-Bath endorses and uses
this product is because it is one of the highest quality porcelain tiles in the
industry. It is also streamlined, this tile eliminates the need to demo
existing floors and the mortar process, allowing the tile to be set and grouted
on the same day. This is what was explained to Mr. [redacted] when the tile was
being laid over his existing tile, when Mr. [redacted] said OK and walked away
without interrupting the work, the installers accepted that as his approval to
continue the work. Which was completed to industry and manufacturer standard.
 
In regards to the shower base being laid over tile is
completely false.
 
The existing shower base that was in Mr. [redacted]’s home
was set on concrete, not tile. Our process when setting a shower base when
there is new flooring being laid, is to demo the existing base, lay the
flooring near the area with the shower base, then set the base so the edge of
threshold is sitting on top of the tile, this creates a cleaner and finished
look. In actuality, the shower base at Mr. [redacted]’s residence sitting on
concrete and before setting the shower base and additional 50lbs of light
weight mortar was added to the bottom of the shower base, creating a solid
foundation to the shower base. The only part of the shower base that is sitting
on tile is the edge of the threshold, which is about 1.5” of the actual shower
base. We do not grout up to the shower base like the contractor suggested,
because we actually seal the bottom of the base using our patented thermal
expansion sealant. Using grout in any wet area is a practice that Pacific Coast
Re-Bath does not use due to the fact that grout is very porous and will
eventually allow water to penetrate underneath the shower base. Our thermal
expansion sealant is non-porous, and proven to be water resistant and water
tight. We know that this is the better solution and use this method in 100% of
our bathroom installations.
 
Most of our customers choose Pacific Coast Re-Bath because
of the product and the lifetime warranty we provide. The Durabath SSP that we
use is very easy to clean and maintain, the tile flooring we use is of the
highest quality and the installers we employ are some of the industries best.
We apologize for any and all inconveniences that we may have caused Mr.
[redacted], it was never our intention. 
We do not deny that there was time and effort saved by not demoing the
tile floor, we have given the proper labor discount for the saved labor, even
though after breaking it down with Alex there was no charge associated with the
tear out of the floor.  This would bring
the contract to current and fulfilled. 
The discount for this saved labor is $300.00.  If they chose to keep their existing sink
faucets then there would be no discount applied as we have fulfilled this
contract. However, as explained in one of our prior emails, a service call,
does cost time and money, if Mr. [redacted] would like we can apply the cost of
this trip to a discount. We truly do want to end this amciablly, in order to do
this we are willing to increase the service call discount from $200.00 to
$500.00.  That would bring the total discount
to $800.00 off the total contract price. This would fulfill Pacific Coast
Re-Baths contractual liability to Mr. [redacted] and activate the lifetime
warranty.  This would take the contract
price down to:
 
$13,690.00 Original Contract Price
+$550,00 Contertop Upgrade
$14240.00
-$800.00 Settlement Offer
$13440.00
 
A total of $12,190.00 has been paid by Mr. [redacted] toward the
contract balance.
 
This would leave a total balance of $1250.00.
 
We feel this is a fair settlement due to the amount of
technician time and labor was invested into this project. Even though there are
issues we do feel that this bathroom came out beautifully and will be enjoyed
for many years to come.  This will be our
final settlement offer, as well as one of the largest settlements offered.
 
We encourage Mr. [redacted] to contact our offices if he
would like to discuss this settlement offer in more detail or further explore
any other options.
 
Thank you for your time and dedication to this matter.

Complaint: 10978574
I am rejecting this response because:Ah, the ever-shifting "re-telling" of the "rebath" story.1) My contract clearly says 8 weeks.2) I was NEVER offered an install date.  If I was, I'd like them to produce WRITTEN proof of such. (If I was, in fact, offered a written install date in the timeframe they claim...I WOULD HAVE TAKEN IT.)3) I NEVER spoke to them on 10/5 and I have proof of this.4) I have proof that Thom suggested I make "another payment" so they could move me up on the schedule.5) They were the ones who did not live up to the signed letter of the contract by not offering me an install date within the agreed to 8 week timeframe.  Therefore, they should refund my deposit since they could not fulfill my contract.6) Judging from the numerous complaints I've seen re: their normal business practices online, this appears to be par for the course.  They seem to commonly not live up to contract-specified dates.7) I'm so sorry if anyone's feelings were hurt in the discussion of their STEALING my $1000 deposit while doing NO WORK and NOT GIVING ME an INSTALL DATE.  I suppose their delicate sensibilities would be better served in worrying about delivering on contracted services rather than focusing on lying, stealing money, and then fabricating phone calls and "facts" to cover their butts.
Regards,
[redacted] H[redacted]

To Whom It May Concern,
This is in response to the complaint filed by Mr. H[redacted].
On September 15, 2015 Mr. H[redacted] entered into a contract with Pacific Coast
Re-Bath for us to remodel his bathroom. There are several contracts that were
signed at this time, including a 3 Day Right of Rescission and a Customer
Agreement that indicated that there would be 20% termination fee if the
contract was terminated after the 3 Day Right of Rescission.
On the customer agreement, it was indicated that it was "Anticipated" that the
install of his new bathroom would be approximately 8 weeks from the date of
signing the contracts.
On October 5, 2015, Mr.H[redacted] called into the office and spoke to our
customer care representative and asked when the install of his new bathroom
would be. We informed him that most contracts are 8-12weeks out at this point
and that his install would take place sometime in November. Mr. H[redacted],
informed us that if we could not get it done in October then he would like to
cancel his contract because that was not what the sales consultant told him. We
let him know that we cannot do the install at all in October and that it would
be in November near his approximate wait time as indicated in his customer
agreement. We told him at that point that we would like to put him on the phone
with his sales consultant to clear things up. At this time we also made clear
that it is well beyond 3 Day Right of Recession and there is a 20% termination
fee that we would need to collect. 
The sales consultant Thom then called
him soon after and explained to the customer that there is no way we can do the
install in October and it would most likely happen within the discussed and
agreed to time frame of approximately 8 weeks. 
Mr. H[redacted], then said that was not soon enough and he would like to
cancel.  Thom informed him that we would
then need to collect the remainder of the contract which would now be 20% of
his $9700 contract which would now be $1940.00 and since we do have a $1000.00
check he would now only owe $940.00. However, Mr. H[redacted] never sent in the
Notice of Cancellation, which is required in order to officially cancel.
On October 14th, we placed a
call to inform Mr. H[redacted] stating that he was on the calendar from 11/9 to
11/13, we did not hear back from him, so another phone call placed. When we do
not hear back from a customer confirming their install dates we remove them
from the calendar as we have a lot of customers waiting for the install of
their bathroom. Since we use an online calendar and it is live we do not have
record of the calendar as it is constantly changing, but it is in the bet
interest of the company to schedule our installs according to the contracts t
the best of our abilities.
We do take signed contracts very seriously as upon the
signing of the contract certain procedures are taken in order to fulfill our
contractual obligations. After the signing of the contract we abide by the
state law and wait the mandatory 3 days that that customer is given as to
whether they would like to cancel their contract with us. After that 3 days
waiting period we then the contract goes through several procedures that
consume time and money. We go over every contract with our installer team and
next it goes through a separate office meeting to ensure accuracy, it doesn’t
always happen however we have a very high success rate with those meetings.
Then all materials are ordered for this contract and a time scheduled for a
member of our install team to install the bathroom according to the contract.
 
In response to some of the online posts that Mr. H[redacted]
has posted regarding the collection of more money. It is very clear on the
contract that we were to collect $1000.00 
and then at the completion of the job according to the contract collect
the remainder of the $8700.00. We feel it was a misunderstanding that Mr.
H[redacted] felt that we were asking for more money and that in some way would
move him up on the calendar as that has never been the case, as the anticipated
contract date has always been the reason for calendar placement. As a company
we feel very confident that a customer will pay for their contracted work after
completion because we have been doing this for a long time and have a stellar
crew to perform installations, so money is not a factor in placement. We do
have a waiting period as our installation team is always very busy and that is
the only reason why our waiting period is 8 weeks or longer. We would also like
to explain the email that was sent on 11/15. This is an auto-generated email
placed in our CRM according to a contracted date and emails are sent to the
customer according to our normal install time frame which is 8-12 weeks and was
not in any way meant to be entirely accurate. We are diligently working with a
new CRM system to make a more customizable experience for the customer and we
apologize if it wasn’t entirely accurate.
In conclusion, we take it very seriously when a customer is
not pleased with their experience with Pacific Coast Re-Bath as we do strive
for excellence in all we do. We are assured that if we had been able to perform
Mr. H[redacted]’s bathroom install he would have loved the outcome.
Unfortunately, due to some misunderstandings this was not the case. There has
been time, effort and materials purchased for his specific project and that is
why we keep 20% after the 3 Day Right of Recession project. We are willing to
provide one of the two solutions.
 
1.    
Complete the project according to the job
specifications contract.
2.    
Forgive the remaining $940.00 which is owed to
the company for the remaining 20% termination fee.
 
Mr. H[redacted] has also defamed us on the internet and has
used some very vulgar language with our staff deeply upsetting them and there
is now a great deal of reputable damages that now need time and money invested to
repair.
 
We are sorry that it has to this point and hope we can find
an amicable solution

This job has been completed and appropriate discount given and accepted by customer. Please close dispute.

In response this customers complaint. The first liner was installed correctly but at an angle and there was a manufacturer issue with the liner, so the manufacturer sent us the new product to install. We ordered her another liner and installed it correctly and straight. There is a small difference...

in where the skirt of the liner lays, this is something that we cannot address, the new liner is installed straight and we have let this customer know that there is nothing further that we can do as this has been worked on several times after the new liner was installed. There is only a one year warranty on our sealant, we are not responsible for the sealant after that time period. We have told this customer several times that the liner is installed correctly and there is nothing else that we can do. Also that soap sm should not be allowed to build up on the sealant, when properly taken care of it should last many many years. We have been out to homes that have 15 year old sealant that looks as good as the day it was installed but it was wiped down after every shower and cleaned often. The installer that went out there let the customers and the company know that it was installed properly and plumb and there was nothing further we could do.

This complaint has been resolved and both parties are satisfied.