A R Bathtub Refinishing LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Let me start by saying this is the first we have heard about the structural defect on our bathtub My husband who has been a chief engineer for years at a bed hotel chain, says he has never seen anything like this in his life! Just to be sure, he got the level out last night and just as we thought, it is perfectly level with absolutely no structural defects.Secondly, I DID follow your care and maintenance instructions to the tee! You advised to wait hours before using We did not use till late evening on Friday, which was approxhours After just one use, the very next morning we woke up to find the tub to have bubbles and wrinkles I called immediately They came out a few days later and repaired Again, plus hours later we used it This time within hours, bubbles and wrinkles were everywhere! With that being said, the company is claiming the fault is along the wall which holds water.....BUT, the bubbles and wrinkles were on the opposite side of the tub where there is NO WALL AND NO CAULKING!Lastly, I would like to clarify that I DID NOT use any vulgarity in the text message I sent him This is exactly what it saidAndy, What the hell happened? Pictures are attached of what our bathtub looks like after just weeks I have contacted the Revdex.com once again I am so done with this! He responded back in a voicemail threatening me that he was going to contact a lawyer and sue me for slanderObviously the fault lye's in the workmanship All maintenance instructions were followed and the tub was a disaster after the FIRST use! I am so sick about this whole thing and am so done with it allAt this point, all I am after is that he will never be able to do this again to anyone else Regards, [redacted]

-------- Original message --------From: Arbathtub Date: 2/26/2:PM (GMT-05:00) To: [redacted] Subject: ID# [redacted] I have reviewed the complaint, we will be more then happy to refinish her bathtub for herMy confusion of her complaints are the dates listedThis first came to my attention approximately a few weeks agoHowever we will be more than happy to honor our warrantyWe have been in business for many years and I have people in place that normally should have taken care of the situation for herAll we ask is that the warranty form she has to be presentI myself Andrew the owner of this company will personally come out there to refinish her bathtubI would never let a complaint go on for close to seven to eight years without resolving the issueI will give an approximately another week to see if she will call the company or we can reach out to her whatever she feels suits her the bestWe definitely want to take care of this issue for herThank you for bringing this to my attention and I will handle the internal problem from which this situation has arose.Sincerely,Andrew (owner)AR Bathtub Refinishing L.L.C.216-383-

andrew c*** Mar to meGood afternoon,Im writing in response to a complaint we received todayHere at AR BATHTUB REFINISHING L.L.CWe take this very seriouslyWe have had a touch and go past few weeks dealing with the death of *** *** who was at one time a
former employee and also one of my technicians sistersWhen we originally called the day of her death we were not able to make this appointment along with four other appointments that dayWe tried and make it to the other appointment we made for her but could not because we are a smaller company of four and I was short handed that dayAgain in every instance we contacted here in the morningHowever this particular morning she became frustrated and I told her I completely understand how she felt and tried too do everything I could that morningI just was not able to get there that day and the day we offered was not good for herI tried to offer her a discount for the frustrationAt this point she basically said we were not telling here the truth and even made a condescending comment referring to cancerIt was at this point I realized that there was nothing I was going to be able to do to make her happyI tried to explain to her that I would have come that day but I am under contract with ***and had to attend a meeting that dayShe continued in a condescending tone about the death, and his elderly mother being sickAt this point I said you can always contact another contractorIt was at this point she hung up on meThe whole time we contacted her including coming to her house for the free estimate Sincerely, AndrewAR BATHTUB REFINISHING L.L.C.216-383-9829arbathtub @yahoo.com

-------- Original message --------From: Arbathtub <[email protected]> Date: 2/26/17 2:41 PM (GMT-05:00) To: [redacted] Subject: ID# [redacted] I have reviewed the complaint, we will be more then happy to refinish her bathtub for her. My confusion of her complaints are the dates...

listed. This first came to my attention approximately a few weeks ago. However we will be more than happy to honor our warranty. We have been in business for many years and I have people in place that normally should have taken  care of the situation for her. All we ask is that the warranty form she has to be present. I myself Andrew the owner of this company will personally come out there to refinish her bathtub. I would never let a complaint go on for close to seven to eight years without resolving the issue. I will give an approximately another week to see if she will call the company or we can reach out to her whatever she feels suits her the best. We definitely want to take care of this issue for her. Thank you for bringing this to my attention and I will handle the internal problem from which this situation has arose.Sincerely,Andrew (owner)AR Bathtub Refinishing L.L.C.216-383-9829

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Let me start by saying this is the first we have heard about the structural defect on our bathtub.  My husband who has been a chief engineer for 18 years at a 130 bed hotel chain, says he has never seen anything like this in his life!  Just to be sure, he got the level out last night and just as we thought, it is perfectly level with absolutely no structural defects.Secondly, I DID follow your care and maintenance instructions to the tee!  You advised to wait 48 hours before using.  We did not use till late evening on Friday, which was approx. 55 hours.  After just one use, the very next morning we woke up to find the tub to have bubbles and wrinkles.  I called immediately.  They came out a few days later and repaired.  Again, 50 plus hours later we used it.  This time within hours, bubbles and wrinkles were everywhere!  With that being said, the company is claiming the fault is along the wall which holds water.....BUT, the bubbles and wrinkles were on the opposite side of the tub where there is NO WALL AND NO CAULKING!Lastly, I would like to clarify that I DID NOT use any vulgarity in the text message I sent him.   This is exactly what it said... Andy, What the hell happened?  Pictures are attached of what our bathtub looks like after just 3 weeks.  I have contacted the Revdex.com once again.  I am so done with this!  He responded back in a voicemail threatening me that he was going to contact a lawyer and sue me for slander. Obviously the fault lye's in the workmanship.  All maintenance instructions were followed and the tub was a disaster after the FIRST use! I am so sick about this whole thing and am so done with it all. At this point, all I am after is that he will never be able to do this again to anyone else. 
Regards,
[redacted]

Good afternoon, I received the complaint from from you today. We originally went out there in March to repair and honor our warranty. At that time we stripped the old coating that has failed. After that we etched and also applied  two coats of primer and several coats of topcoat. I have explained to [redacted] numerous occasions that the problem with her bathtub is not our workmanship or the Coatings we provide. The problem lies in the fact that her bathtub was installed improperly. Her bathtub pitches towards the tub surround which is causing water to collect along a wall. After looking at my old notes on this bathtub I found she refused to pay the extra money for the work to try and remedy this problem. Fast forwarding 8 years later we stood by our warranty and completed the work for her once again. The problem will continue to be like this until she has the structural issue taken care of in her bathtub. Once this issue with her structure is taken care of we will be able to refinish her bathtub and not have an issue. We take matters like this at AR Bathtub Refinishing LLC very serious. However the homeowner has to take some responsibility on the fact that her bathtub has an anomaly which clearly states in my warranty form that we cannot warranty against this type of situation. I would love to be able to resolve this matter for her if she has her structural issue taken care of. I would like to give a brief example. If you were to put brake pads on your vehicle and they have a 10 year warranty however as the owner of that vehicle you chose to drive the car while the brakes are squeaking grinding or making noise and when you take it to the garage will it be the garages fault if you didn't take due diligence in making sure that all the other issues our  taken care of,  it would not be the garages responsibility to have to replace rotors, calipers,possibly brake lines at zero cost to you if you chose not to replace your brake pads in a timely manner and cause further damage to your vehicle,  again I know this has nothing to do with bathtubs however I am trying to show the example for her that it is her responsibility to take care of the anomaly that exists in her bathtub in order for our coatings to properly adhere and for us to honor our warranty. Our warranty clearly states that our bathtub refinishing can take up to three full days to cure. I told her to check it within 48 hours. When we came back I can tell that are care and maintenance instructions we're not followed and I am making this decision based on my 23 years this past February of owning AR Bathtub Refinishing  LLC. We took care of the repair that day and again I explained to her that until her bathtub is installed properly this issue will remain and continue to fail. I received a text message from her on Friday that included vulgarity and pictures and from the pictures she provided someone has done work there around the bathtub because the caulking visible in the picture is not how I caulk. I provide a very thin beat of caulking approximately three eighths of an inch the picture clearly shows a very large caulk line that someone applied with a finger this is not how I, myself caulk or any one of my seven spraying technicians apply caulking. Again I will be more than happy to fix her bathtub once she has the structural issue resolved in her bathtub.  The liability falls on her as the homeowner. We did not install her bathtub we are simply a refinishing company and she was told that in 2009 of the structural issue and again in 2017 of her structural issue several times.  We have stood behind our warranty on each occasion in the span of eight years. Again I hope that this helps and we will stand by our product and our warranty once her structural issue has been resloved. I would also ask that her original warranty to be included so I can highlight for her where it states everything I have mentioned. If you have any further questions please forward then to me. Sincerely, Andrew AR Bathtub Refinishing L.L.C 216-383-9829