A Bathtub Refinishing

Review: Company advertises Revdex.com accreditation. Not listed on Revdex.com website. Their promise to their customers: Experience: 30 yearsHonesty: We will not cut corners or sacrifice qualityAttention to detail: Strive for perfectionProfessionalism: Show up on time. Do exactly what we say we will do15 months ago, Bathtub Refinishers Phoenix performed unsatisfactory work on our standard residential bathtub, leaving non-slip chip material in the smooth finish of tub. We requested, in writing and by phone that they remedy the problem. Cutting to the chase, after promising many times to send a technician out, being stood up each time, they still have not corrected the problem. Today, the tub glazing is cracked and peeling. We now have a larger problem than we began with. Bathtub Refinishers of Phoenix' advertising, workmanship, material quality, and customer service have been, in our case, a consumer sham. Buyer beware of this company. They will charge customers $50.00 or about 15% of the cost of the job, to make a service call even for poor workmanship. Company may be a broker for another company using the name Whirlpool Bath.Desired Settlement: Satisfactorily repair tub without further charge (travel or service) within 15 working days. Restart warranty coverage from date of professional quality re-installation.or...refund full amount + cost of Revdex.com Accredited tub refinishing company's cost to remove Bathtub Refinisher's/Whirlpool Bath's poorly applied glazing material. Will supply quote from selected company. If Bathtub Refinishers of Phoenix is not a Revdex.com A rated member, remove all references to that effect from their webpage.

Business

Response:

Hello [redacted]

Firstly I would like to apologize again

for how long you have had to wait. I am sure you are aware that our

technicians are scheduled to come out and service your tub this

weekend. I believe you have spoken with Summer within the last few

weeks and she had given you this new date. I realize that after the

past events you do not have much faith in us being able to get your

tub issues resolved but would ask that you give us this chance.

If you are to search for our company

using our main office number you will find that we are listed as

Whirlbathe with the Revdex.com.

http://www.Revdex.com.org/central-northern-western-arizona/business-reviews/bath...⇄ />
You will see too that we have been accredited since 1994. Currently

we have an A- score. We are in the process of changing the name of

our company to Bathtub Refinishing of Phoenix but all accounts and

legal things still show Whirlbathe.

I believe that you inspected the tub

when it was done and the job looked good. The scratchy feeling on

the tub is either caused by dust settling onto the tub in the drying

process, which is not our fault. Or in some cases is residual over

spray from the job. In either case it is not visible while the coat

is curing. A scratchy feeling to the coat when it is brand new is

quite common in the refinishing industry. Some companies build a

return trip into the cost and automatically send a technician out the

following day to buff the tub. Instead of charging people we do the

refinishing, see if it needs any extra buffing then send a technician

out if it does.

When you first purchased the

refinishing with our company you were informed that you would be

charged and extra travel fee because you are roughly 100 miles

outside of our service area. The first time you called and requested

a service repair you were notified that there would be another $90

travel fee to come and do the repair. However we would not be

charging for any labor or materials because it was covered under the

warranty. Which we still stand behind.

You stated that you did not want to pay

any travel fee. So we offered that we could do the repair the next

time we were in the area at no additional cost, but we had no

guarantee of when that would be. You said fine. We then called you

to set an appointment several months later when we knew we had some

work scheduled there. Our technicians ran into some problems on the

other job that they were working on and missed their meeting with

you.

You and I spoke a few days later and I

tried to get a new date for you. But we had no other work on the

calendar at that time so we decided to hold off and for me to call

you the next time we did. I you called several times to check on the

schedule but there was no openings. I then called you some time

later with a booking date however the other work was canceled last

minute and our technicians did not end up going to Prescott at all.

Now we have a date scheduled for Saturday 6/29/13 and we are going to

do everything in our power to make sure that happens.

The last time you and I spoke I told

you that we would get them out there to do the repair but would still

be charging the $50 Travel Service fee stated in the invoice. "All

permits, all parking fees, all legal fees, $50.00 travel service fee,

20% per annum service charge on all past due balances." That

$50 Travel Service fee means, that even here in Phoenix a customer

with a warranty issue might still pay for the cost of getting a

technician to and from the job site. But not the actual work itself.

I realize that you are very frustrated

at this point. You have been waiting for over a year to have an

issue resolved. At first it was a smaller issue of a scratchy coat

and now it has gotten larger. But we are still ready and willing to

repair everything on the tub.

You have been more than patient in

waiting and we greatly appreciate that and if you give us the chance

we will make this tub right for you.

I will discuss with the owners about

having the warranty start on Saturday 6/29/13 and will get back to

you with an answer. I will however go ahead and wave the $50 travel

fee that we were going to charge.

Sincerely,

[redacted]t