A-1 Porcelain & Fiberglass Service

I just received a complaint letter today when I retrieved my mail. I have been out of town most of May. I was booked through this month and wasn't taking calls while away. Apparently while I was gone Mrs [redacted] tried contacting me. Yesterday I read her letter that was placed on my desk. I was...

going to call her to address the problem. I have a lot to catch up on after being gone a few weeks. I will contact her to resolve this before the week ends. Please contact me if there is something else I need to do from here.

 

Thanks,

 

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,

I do not accept Mr. Russell's resolution for a number of reasons.  This will be his third attempt to repair the contracted work; and at this point he has wasted my time and it seems as though I am going through unnecessary hoops.  After reading his contradicting response, it only proves that I no longer trust in his services. In Mr. Russell's response he states that the reason he had not replied was because he was out of town for most of the month of May and not taking calls, then he states that he was booked through the month (it is still the month of May)..... so which was it.... was he out of town for most of the month of May and not taking calls or was he booked through the month of May.  To add insult to injury, there has been attempts to contact Mr. Russell on numerous occasions prior to this month (May) and the only reason for his response is because I have contacted the Revdex.com.  There only seems to be more excuses for not honoring his two year warranty and this point the only resolution would be a full refund because the lack of competency and unprofessionalism.  He states that he was planning to call me to address the problem unfortunately, I don't have 2 or 3 months or year...... to wait for "his planning".

Ms. [redacted] Francisco

[redacted] did call 2 weeks ago about this warranty work. However she did not have her invoice or know when it was done. She told me it was last year around May. I said I needed to verify we did the work & I would get back to her. I took the time to look...

through all of last years schedule to look for her job. I wasn't able to find it. I figured she got a hold of the wrong company & quite frankly forgot about it, but not after wasting my time looking for the job based on her wrong information.
I received a call from her again April 19th. I didn't listen to the message until April 20th. This time she gave me the correct information and I was able to find the job we did for her.  Before I was able to call and schedule a time to fix it, I got this complaint. Yesterday I was not able to get through Revdex.com's website, so I am responding now. 
[redacted] should have the correct information available when she calls expecting warranty work. If she did, it would be taken care of already. At least give me more time to respond to her last call before escalating her complaint to Revdex.com. Some people don't give the same courtesy they expect to receive.
I will call her when I have a day available in her area to fix it. I am assuming she will receive this response.

I attempted to resolve this matter with the customer. I told her I would send a tech out to repair her tub. She said she would only be satisfied with a full refund for the entire job. The job included work on two seperate units. Now she says she doesn't like the work that was done on the shower either. Originally it was only the tub she was calling about.

 

Mrs [redacted] won't allow us back to the house. It did take 2 trips originally within a week to do the job to her satisfaction. This would have been the 1st time back since. She says my statement is contradictory. I stated that I was booked through May. This allowed me the time to take off a couple weeks in May since I didn't need to get new work for my employees. I don't see this as contradicting.

 

Her brother apparently tried contacting me before May. He was hard to understand when he called and used his own name as reference to the job. He didn't have any info I needed from the invoice. When I checked past records I couldn't match his name to any job. It wasn't until I talked to Mrs [redacted] that I figured out who he was.

 

My fault in this is that I took my 1st vacation in 3 years and it happened to be the time she tried to contact me. For this I will refund $100.00 to the customer or go back and fix the tub. I will not give a full refund. The tub is the issue not the shower. She was charged $250.00 for the tub, not the $700 she is asking for. If she chooses to have us go back and fix it I would like someone from your office to meet us out there and see for yourself what is happening.

 

Regards,

 

A1 Porcelain & Fiberglass

Review: I had my fiberglass shower stall floor reinforced and refinished. and a bathtub refinished, and now the tub finish is peeling. Work done in July 2013. 2 year warranty on tub and shower.Desired Settlement: Total refund in Cash of $744.10

Business

Response:

I just received a complaint letter today when I retrieved my mail. I have been out of town most of May. I was booked through this month and wasn't taking calls while away. Apparently while I was gone Mrs [redacted] tried contacting me. Yesterday I read her letter that was placed on my desk. I was going to call her to address the problem. I have a lot to catch up on after being gone a few weeks. I will contact her to resolve this before the week ends. Please contact me if there is something else I need to do from here.

Thanks,

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.

Regards,

I do not accept Mr. Russell's resolution for a number of reasons. This will be his third attempt to repair the contracted work; and at this point he has wasted my time and it seems as though I am going through unnecessary hoops. After reading his contradicting response, it only proves that I no longer trust in his services. In Mr. Russell's response he states that the reason he had not replied was because he was out of town for most of the month of May and not taking calls, then he states that he was booked through the month (it is still the month of May)..... so which was it.... was he out of town for most of the month of May and not taking calls or was he booked through the month of May. To add insult to injury, there has been attempts to contact Mr. Russell on numerous occasions prior to this month (May) and the only reason for his response is because I have contacted the Revdex.com. There only seems to be more excuses for not honoring his two year warranty and this point the only resolution would be a full refund because the lack of competency and unprofessionalism. He states that he was planning to call me to address the problem unfortunately, I don't have 2 or 3 months or year...... to wait for "his planning".

Ms. [redacted] Francisco

Business

Response:

I attempted to resolve this matter with the customer. I told her I would send a tech out to repair her tub. She said she would only be satisfied with a full refund for the entire job. The job included work on two seperate units. Now she says she doesn't like the work that was done on the shower either. Originally it was only the tub she was calling about.

Mrs [redacted] won't allow us back to the house. It did take 2 trips originally within a week to do the job to her satisfaction. This would have been the 1st time back since. She says my statement is contradictory. I stated that I was booked through May. This allowed me the time to take off a couple weeks in May since I didn't need to get new work for my employees. I don't see this as contradicting.

Her brother apparently tried contacting me before May. He was hard to understand when he called and used his own name as reference to the job. He didn't have any info I needed from the invoice. When I checked past records I couldn't match his name to any job. It wasn't until I talked to Mrs [redacted] that I figured out who he was.

My fault in this is that I took my 1st vacation in 3 years and it happened to be the time she tried to contact me. For this I will refund $100.00 to the customer or go back and fix the tub. I will not give a full refund. The tub is the issue not the shower. She was charged $250.00 for the tub, not the $700 she is asking for. If she chooses to have us go back and fix it I would like someone from your office to meet us out there and see for yourself what is happening.

Regards,

A1 Porcelain & Fiberglass