3 In 1 Bathtub & Kitchen Refinishing

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

Revdex.com: First of all I would like to say that most of their statement is untrueFirst; [redacted] never came to the residenceHe was to busyI ended up sending him pictures of the houseSecond when the breakage occurred, my wife was on the couch in the front roomThe older lady of the crew was in the bathroom at the timeNext I never used any bad language with the person on the phoneI was stern on the phoneNext I did not want them to replace the whole thingI only wanted the door that was broken replacedGlass does not age even in direct sunlight, which this does not haveNext it is tempered glassIt does not crackIt will shatter as it didI was unhappy when I had to go and clean light fixtures and walls and the main skylight I wanted clean was not touchedThe reason I could not stop the credit card because they did cleaning so we couldn't stop the paymentBottom line is their employee was in the bathroom when the breakage occurredTheir business is responsibleI don't know why this is such a problem with these peopleI enclosed a copy of the invoice that I paid to replace the glassAlso my wife noted about the breakage on their work sheet She signed it because she was told they would not get paid without itIf 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]

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 nowThe 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 coatedWhat the customer needs to do is have a licensed plumber re-set, replace, or add caulking around the drainOther than that we did our part and I am hoping the customer can be satisfied nowBest regards, [redacted] **Vice President [redacted]

Customer has a one year warranty on kitchen sink service

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 nowThe 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 coatedWhat the customer needs to do is have a licensed plumber re-set, replace, or add caulking around the drainOther than that we did our part and I am hoping the customer can be satisfied now Best regards, [redacted] Vice President [redacted]

In response to this complaint we have responded to the complaint filed by [redacted] with Angies ListWe initially responded on 10/13/and responded to her counter offer on 10/28/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 warrantyWe offered the customer to come out multiple times to fix the crack but she refused every single timeBottom 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 moneyWe stand by our decision and will not be issuing a refund to this customer

We would like to see the sink in person

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.

Good afternoon, Unfortunately, these statements are incorrectThe customer's boyfriend ( [redacted] ) called in "warranty work " to be performed on their kitchen counter top on 01/19/Originally refinished on 09/17/We scheduled the work to be completed on 01/21/Our technician [redacted] arrived and inspected the kitchen counter top He then checked in with our office stating the work is not covered under warranty and sent us a picture of the damageWe notified [redacted] that this would not be covered under warranty and there would be a cost to fix the damageThe product is completed bonded to the counter ( usually if there is a warranty issue the product will peel not chip as chips are caused by damage) so I determined this was not warranty [redacted] was told that we would be sending an estimate over to fix the damaged spot on the counterI even spoke to my foreman ( technician supervisor ) to ask if there was a way we could spray a small section instead of spraying complete due to the process with stone fleck colors and he made the exception so that we could save the customer moneyI then emailed the customer the estimate and not even minutes later I received a threatening phone call from the customer cursing and saying things such as " you were lucky to deal with my boyfriend, but I'm warning you I'm not nice etc"I tried to get a word in with [redacted] but unfortunately with her unbelievable tone and threats, I was not able to assist herWe do not want to continue business with this customer due to the toxic way she deals with my staffI sent a technician out to inspect and tried to help this customer in every way possible besides giving her free work and she does not seem to want to be professional so I feel I have exhausted all options as far as dealing with this customer Please let me know if there is anything else I can assist you withThank you and have a great day Sincerely, [redacted] ***Manager

Good afternoon, We have called customer [redacted] and still have not received a call back regarding the work to be scheduledHer damaged tub does not fall under the warranty guidelinesWe 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 dueWe had showed up to perform services without obtaining access or being able to get ahold of clientLet me know if I may assist you with anything elseThank you [redacted] ***

My sales representative [redacted] went out to provide a free in home estimate at [redacted] ’s home located at [redacted] *** [redacted] in [redacted] on 05/26/One of our commercial accounts ( [redacted] ) had referred [redacted] to us for our cleaning service [redacted] 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 “ [redacted] “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 ) [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I think your initial position stands for itself It only takes one dissatisfied customer who is provided with inferior service, to understand exactly what your "customer service" policy really is I accept that you will not provide me with a refund; I think it is sad that customer service appears to be an oxymoron to your company.Provide details of why you are not satisfied with this resolution 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 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 thatThis was a brand new bathtub and our client would NEVER have accepted a repair that did not match their new tubThe timeline 3instates is incorrectWe called to make the appointment, were told we'd be notified when the technician was on the wayThis did not happenWe were informed by the homeowner that the 3intechnician told them that he'd need to come back the following day to "buff out" the repairI phoned 3into 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 dayThis was to complete the repair - per their technician - not because we had complained about the quality of the workIt was after the technician came to "buff it out" that we received a call from the homeowner regarding the substandard repairWhat started as a small 1/8" ding was not a 3" blob in diameter - that would not be acceptable by anyones standards3instates that we did not contact them to report I was unsatisfiedThis is completely untrueThe moment I hung up with the homeowner, I called 3inand was told that nothing could be doneAfter hanging up the phone, I immediately sent and email to [redacted] and [redacted] asking for helpAfter no response and an irritate homeowner, a qualified company was called to repair the now 3" disaster on a brand new bathtubIt is completely untrue that the only conversation was my refusal to pay, and I have email proof of thatI 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] ***

We apologize we are not able to work something out with this customerWe already repaired damage that was not warranty the first time we went out as a courtesyThe 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 payWe have tried contacting her without a responseThere is nothing more we can do as a company for this customerPlease advise