3 In 1 Bathtub & Kitchen Refinishing Inc

My sales representative *** went out to provide a free in home estimate at *** ***’s home located at *** ** *** ** in ** *** *** on 05/26/One of our commercial accounts ( *** *** ) had referred *** to us for our cleaning service*** then scheduled the work to be done on
June 2nd of We made a check list of items to be cleaned ( bedrooms, shower stalls , large tub, windows with blinds, kitchen , bathrooms, living room, skylights, garage, and room above garageOur cleaners arrived at 8:49am and started their work that lasted all day longMy cleaning lead “ *** “had called us to check out and stated customer signed paperwork and that they were satisfied with the job completed ( I have the hard copy with a signature from the customer if you need it ) *** then called in to let me know that while my cleaners were inside his house , one of his sliding shower doors had brokeHe admitted that he does not know how they broke , but because it happened while my cleaners were in the house we are responsible for buying him new doorsI then asked him how old the doors were or if they were newHe stated the doors were from So these are year old doors and tracks that he wants 3into replace I told him that I would not be purchasing him new doors and tracks *** then threatened to put a stop payment on his credit card and was not saying pleasant things to meI asked my cleaners about the glass when returning from their work and they stated that it was very old glass with cracks already on it*** never mentioned to me that there were items not cleaned and his wife had signed our work order stating that work had been completed I want to be fair about this and do not think it is fair to purchase *** a new door or doors on this issueWe provided a service for him and we fulfilled our service

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedThe over spray has not been cleaned but I will have that done and caulk the drainThe tenant said she could live with the rough patches of this last attempt of redoing the refinish so I will accept this as final and you did a great job of resolving the issue thank you
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10276916, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[There was no warranty provided to me at the time the sink refinishing was done; therefore, I was not aware that hair dye would permanently stain the sink The company made one offer to redo the crack around the overflow valve, not "multiple offers" By that time I had already decided to replace the sink, as it looked awfulI continue to feel that this company provided an inferior service to me It appears that they do not abide by a time-honored principle, that "the customer is always right" Maybe they need to review Nordstrom, etc The bad will engendered in me by their poor response will be passed on to any friends who want a referral for any type of sink refinishing.Provide details of why you are not satisfied with this resolution
Regards,
*** ***

First and foremost we were never rude or acted in any unprofessional manner towards customer. At the time of scheduling a credit card is kept on file and customer is advised that credit card will be billed the balance due when service has been completed. At the time of estimating the service...

customer was advised that spot spraying on a original tub will not match the existing color tone and a difference in color will occur. It is true that customer contacted our office that she was not happy with the outcome of the repair. We dispatched our technician a second time to inspect the area he ended up buffing the repaired area. After our second appointment customer did not contact us or reported that she was not satisfied, instead she called another vendor to redo the service without first calling us to address any issues that she might still have. Our company stands by our workmanship 100% and will always work with our customers to make sure they are satisfied with our services. The only conversation we had with the customer after our second visit was her refusal to pay for services that she contracted our company to perform. Her credit card was billed for the services we performed and she was aware of our payment policy. If she elected to get another vendor to work on the bathtub and this not advise us of her intentions that would not be on us, we are due our service and never did deny to help the customer with her issue. At this point we feel confident that any chargeback initiated by this customer will be denied as we received proper authorization when the customer scheduled her service and was aware that the card was going to be charged once service was completed. Since another vendor has now done service on the bathtub in questions there is nothing further that we can offer this customer.

We apologize we are not able to work something out  with this customer. We already repaired damage that was not warranty the first time we went out as a courtesy. The second time around we sent our rep Alex to go out and inspect more damage that the resident admitted to and [redacted] is refusing to pay. We have tried contacting her without a response. There is nothing more we can do as a company for this customer. Please advise

Revdex.com:
First of all I would like to say that most of their statement is untrue.First; [redacted] never came to the residence. He was to busy. I ended up sending him pictures of the house. Second when the breakage occurred, my wife was on the couch in the front room. The older lady of the crew was in the bathroom at the time. Next I never used any bad language with the person on the phone. I was stern on the phone. Next I did not want them to replace the whole thing. I only wanted the door that was broken replaced. Glass does not age even in direct sunlight, which this does not have. Next it is tempered glass. It does not crack. It will shatter as it did. I was unhappy when I had to go and clean light fixtures and walls and the main skylight I wanted clean was not touched. The reason I could not stop the credit card because they did cleaning so we couldn't stop the payment. Bottom line is their employee was in the bathroom when the breakage occurred. Their business is responsible. I don't know why this is such a problem with these people. I enclosed a copy of the invoice that I paid to replace the glass. Also my wife noted about the breakage on their work sheet . She signed it because she was told they would not get paid without it. If they wanted to be fair they would pay this replacement invoice.
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.
Regards,
[redacted]

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.
They said they would look at it weeks ago and then said they would not so I don't believe they will and looking only will not resolve anything. They know I want [redacted] to look at it and he offered then reneged. It would be a start, but correcting the bubble around the drain and fill hole and clean up the antique tiles is the only way to resolve the sink issue.
Regards,
[redacted]

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.
There is still a raised section around the drain that can easily be bumped by dishes creating a hole and the peeling that had occurred  in the first place will begin again and they know the warranty is over and delayed the promise to see for himself the overspray all over the tiles. His workman made the tenants remove the masking off of the area around the sink as told to do in the first place for this bad redo and said he would use his own masking. This caused the overspray all around the sink top and they have made no move to remove it. The pictures the tenants took and sent to [redacted] and the man that did the work showing the gap around the drain and some showing the hole and the overspray that they refuse to do anything about. It remains undone on the corrections and will  easily start peeling just by washing dishes in it. I have many pictures and statements from emails from my tenants and signed statements. This is a large file since it began in December 2014 through the 16th of  September 2015 telling me the lack of fixing the items requested as above. If you wish to see them I will send 12 before and after pictures and copies of their emails and signed statement., but their response was full of inaccuracies and most of the pictures that have came from my tenants including those showing the raised bubble around the drain etc are still thereLet me know if you would like to see all the proof, but it sounds like they have no plan to do right by a poor job. They certainly should not have an A+ rating on Revdex.com site and people should be warned about their not standing behind their warranty.Thank you for your time in this matter.
Regards,
[redacted]

Good afternoon, We have called customer [redacted] and still have not received a call back regarding the work to be scheduled. Her damaged tub does not fall under the warranty guidelines. We had already performed a repair( that was damage due to tenants)  for her as a courtesy and now she is...

requesting more damages to be repaired for free of charge,. She approved original repair and refinish but did not pay until her account was past due. We had showed up to perform services without obtaining access or being able to get ahold of client. Let me know if I may assist you with anything else. Thank you [redacted]

The statements from the customer are not true and accurate. It bothers me that she has decided to complain after we redid the kitchen sink complete even after the fact that the damage was not covered under warranty. Customer waited a long period of time to report the damage to the sink and did not...

mediate the problem from getting worse. Tenant kept on using the sink causing water to get underneath the coat applied to the sink and peeled the entire bottom. Out of courtesy I decided to redo the sink complete for the customer. Service was performed on September 033, 2015 on September 05, 2015 we returned to touch up sections that the tenant had concerns with, we ended up buffing the kitchen sink, we repaired a run on the coat, and removed excess paint that was on the tile going around the kitchen sink, and lastly we applied caulking around the drain. I attached a before picture of the damaged sink and a after picture sent via e-mail by the customer her self. [redacted] who is the Sales Manager spoke with the tenant after both services were completed and stated that she was happy with the service and nothing else was an issue, the customer is the one having an issue when she now has a brand new sink. At this time there is nothing else we can offer the sink has no defects that merit any repair we acted in good faith and performed our service as planned.

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.
1. It is absolutely not true that we were told the color would not match - we would never have hired them if we had been told that. This was a brand new bathtub and our client would NEVER have accepted a repair that did not match their new tub.
2. The timeline 3in1 states is incorrect. We called to make the appointment, were told we'd be notified when the technician was on the way. This did not happen. We were informed by the homeowner that the 3in1 technician told them that he'd need to come back the following day to "buff out" the repair. I phoned 3in1 to get the time the technician was coming by and was told "technicians aren't allowed to make appointments". [redacted] was kind enough to set up an appointment for the following day. This was to complete the repair - per their technician - not because we had complained about the quality of the work. It was after the technician came to "buff it out" that we received a call from the homeowner regarding the substandard repair. What started as a small 1/8" ding was not a 3" blob in diameter - that would not be acceptable by anyones standards. 3in1 states that we did not contact them to report I was unsatisfied. This is completely untrue. The moment I hung up with the homeowner, I called 3in1 and was told that nothing could be done. After hanging up the phone, I immediately sent and email to [redacted] and [redacted] asking for help. After no response and an irritate homeowner, a qualified company was called to repair the now 3" disaster on a brand new bathtub. It is completely untrue that the only conversation was my refusal to pay, and I have email proof of that. I am blown away that not only are they unwilling to take responsibility for the poor work they performed, but that they are demanding payment for what should be an embarrassing situation for them. 
Regards,
[redacted]

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.The technician only saw the sink not the counter that was peeling.This is rediculous as a bussiness to not want to make a customer gappy.we have gotten it repaired by another company and no longer want to discuss or use this company and will not recommend to anyone and as the better bussiness buereu a company should be in outstanding reviews if u google this bussiness its not just my complaints about there warrenty work or there jobs alot of complaints..the only good one is shanua there employee who made the comment...I am done withbthis company and this complaint.
Regards,
[redacted]

Good afternoon, We sent a technician out on 01/21/17 to inspect the area of concern. It was then that we discovered the counter had been damaged not peeling as the customer is stating. We have a work order with check in and check out times from that day. Let me know if there is anything else you need from me. Thank you [redacted] Manager

We would like to see the sink in person.

Revdex.com:
First of all I would like to say that most of their statement is untrue.
First; [redacted] never came to the residence. He was to busy. I ended up sending him pictures of the house. Second when the breakage occurred, my wife was on the couch in the front room. The older lady of the crew was in the bathroom at the time. Next I never used any bad language with the person on the phone. I was stern on the phone. Next I did not want them to replace the whole thing. I only wanted the door that was broken replaced. Glass does not age even in direct sunlight, which this does not have. Next it is tempered glass. It does not crack. It will shatter as it did. I was unhappy when I had to go and clean light fixtures and walls and the main skylight I wanted clean was not touched. The reason I could not stop the credit card because they did cleaning so we couldn't stop the payment. Bottom line is their employee was in the bathroom when the breakage occurred. Their business is responsible. I don't know why this is such a problem with these people. I enclosed a copy of the invoice that I paid to replace the glass. Also my wife noted about the breakage on their work sheet . She signed it because she was told they would not get paid without it. If they wanted to be fair they would pay this replacement invoice.
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.
Regards,
[redacted]

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.There is still a raised section around the drain that can easily be bumped by dishes creating a hole and the peeling that had occurred  in the first place will begin again and they know the warranty is over and delayed the promise to see for himself the overspray all over the tiles. His workman made the tenants remove the masking off of the area around the sink as told to do in the first place for this bad redo and said he would use his own masking. This caused the overspray all around the sink top and they have made no move to remove it. The pictures the tenants took and sent to [redacted], [redacted] and the man that did the work showing the gap around the drain and some showing the hole and the overspray that they refuse to do anything about. It remains undone on the corrections and will  easily start peeling just by washing dishes in it. I have many pictures and statements from emails from my tenants and signed statements. This is a large file since it began in December 2014 through the 16th of  September 2015 telling me the lack of fixing the items requested as above. If you wish to see them I will send 12 before and after pictures and copies of their emails and signed statement., but their response was full of inaccuracies and most of the pictures that have came from my tenants including those showing the raised bubble around the drain etc are still there
Let me know if you would like to see all the proof, but it sounds like they have no plan to do right by a poor job. They certainly should not have an A+ rating on Revdex.com site and people should be warned about their not standing behind their warranty.
Thank you for your time in this matter.
Regards,
[redacted]

I am following up with you regarding the complaint with [redacted]. We redid the single kitchen sink for a second time there is no issues now. The drain in the sink is not flush with the sink which makes the customer think that we did not fully coat the porcelain but it is coated. What the customer needs to do is have a licensed plumber re-set, replace, or add caulking around the drain. Other than that we did our part and I am hoping the customer can be satisfied now. Best regards, [redacted]Vice President[redacted]

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.
1. It is absolutely not true that we were told the color would not match - we would never have hired them if we had been told that. This was a brand new bathtub and our client would NEVER have accepted a repair that did not match their new tub.2. The timeline 3in1 states is incorrect. We called to make the appointment, were told we'd be notified when the technician was on the way. This did not happen. We were informed by the homeowner that the 3in1 technician told them that he'd need to come back the following day to "buff out" the repair. I phoned 3in1 to get the time the technician was coming by and was told "technicians aren't allowed to make appointments". [redacted] was kind enough to set up an appointment for the following day. This was to complete the repair - per their technician - not because we had complained about the quality of the work. It was after the technician came to "buff it out" that we received a call from the homeowner regarding the substandard repair. What started as a small 1/8" ding was not a 3" blob in diameter - that would not be acceptable by anyones standards. 3in1 states that we did not contact them to report I was unsatisfied. This is completely untrue. The moment I hung up with the homeowner, I called 3in1 and was told that nothing could be done. After hanging up the phone, I immediately sent and email to [redacted] and [redacted] asking for help. After no response and an irritate homeowner, a qualified company was called to repair the now 3" disaster on a brand new bathtub. It is completely untrue that the only conversation was my refusal to pay, and I have email proof of that. I am blown away that not only are they unwilling to take responsibility for the poor work they performed, but that they are demanding payment for what should be an embarrassing situation for them. 
Regards,
[redacted]

In response to this complaint we have responded to the complaint filed by [redacted] with Angies List. We initially responded on 10/13/2014 and responded to her counter offer on 10/28/2014. We inspected the sink and found one small crack by the overflow that was covered under our warranty and...

also found hair dye stains that are not covered under our warranty. We offered the customer to come out multiple times to fix the crack but she refused every single time. Bottom line this customer wanted a new sink and nothing was going to change her mind, we stopped contacting the customer after she threatened to leave a "nasty" review on Angies List and Yelp if we do not refund her money. We stand by our decision and will not be issuing a refund to this customer.