Initial Business Response /* (1000, 9, 2015/01/02) */
Dear Revdex.com,
Regarding Revdex.com Case#: 132959 as registered by Mr. LaVerne Tish against Bach Medical Supply (BMS);
BMS did in fact install a new walk in shower for Mr. Tish. The pictures Mr. Tish provided to back up his complaints were taken...
before the completion of the project and have little relevancy to the completed job, as do several of his comments. After BMS left Mr. Tish's home, the customer called with complaints. BMS returned to address any issues and assure a quality which BMS is known for. The customer was content with the job at this point and paid for materials and services rendered.
The customer called back and had again become unhappy with the job. Mr. Tish spoke with BMS VP, [redacted]. [redacted] asked what BMS could do to make him happy with the project; Mr. Tish requested that BMS return to the job site and perform work completely unrelated to the original and finished job contracted.
Apparently, After BMS had completed the original job; Mr. Tish removed a wall in his bathroom which left the commode out of center. Mr. Tish requested BMS to do the following:
These bullet points are verbatim from a letter issued to Mr. Tish before BMS returned to the job:
* Move your commode approximately 12" from where it is now.
* You have purchased a new supply valve and would like us to put that on as well.
* We will also need a new flange and wax ring.
* We understand that the subfloor is rotten and also needs to be replaced under the toilet area. You estimated that this is an area approximate three feet by three feet.
* You wold also like the trim around the shower to be re-glued and caulked."
The flooring where the commode was to be moved was requested to be replaced in an area "UP TO" 36" x 36" depending on the integrity of the floor around the area. It was determined that an area of approximately 26" x 24" would return the floor to its original and full integrity. Now it appears Mr. Tish wishes to have the maximum area discussed of 36" x 36" installed regardless of any structural or cosmetic benefit of doing so.
Again, this repair had nothing to do with the original job BMS contracted to do and completed, however, BMS obliged and went out a 3rd time to fix a problem that was created after the original job was finished and paid for.
Mr. Tish called spoke to [redacted] again on December 30th after his original letter to the Revdex.com. The reason for the call was to report that he now has what may be a crack or hole in the shower pan which will be replaced as soon as possible after its arrival which is to be January 15th. At the time of installation BMS will again thoroughly all facets of the job and make certain that Mr. Tish is satisfied with all aspects.
Bach Medical Supply has been in business for over 33 years and has been accredited by Revdex.com for many of those years with absolutely no customer complaints as far as we know. Because of having gone well beyond what would typically be expected to make a customer happy, if, after our final visit on or near January 15th, we are unable to make Mr. Tish happy we would like to request the help of the Revdex.com Arbitration committee in this matter.
Please find enclosed, a copy of the BMS proposal letter describing the scope of the secondary "gratis" work and release form given to, but not returned by, Mr. Tish.
Sincerely,
[redacted]
Back Medical Supply
Cell: [redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/01/15) */
The pictures I have taken were each time after they said they had it all fixed. They are right, I did take out a wall. I did ask them to move the stool 12". They had put the stool down on a rotten floor so they had to take it up anyway. They had to cut a new hole in the new floor anyway so what does it matter if they move it 12 inches. The only difference is they had to add a little bit of drain with I thought after three months or more they could do. They mounted the new stool on a broken flange not only once but 2 times on the rotten floor so they couldn't bolt the stool down solid to the broken flange. When I took the stool up to move the wall I unbolted it with my fingers. I called [redacted] about the floor and we agreed they would replace about a 36" X 36" square. They only put a 24" X 26" leaving about a 6" bad spot still in front of the stool. They left a lot of places not caulked or poor caulked job were water could get between shower and wall. Some of the trim around the edge was loose and not glued tight to wall. I called [redacted] about a hole in the shower floor. It has a 30 year guarantee and it didn't even last 3 months. [redacted] was to talk to the factor that makes the floor then let me know when it would be here. He didn't let me know until I got the letter from the Revdex.com on 1-10-2015. He did call me on 1-14-2015 and said it was here. They are to come 1-20-2015 to install it. When I talked to [redacted] about the hole in the floor in the shower, I told him I had had the bathroom painted and a new rug put down. I told him if there was any damage to either of them he would be responsible for fixing and he agreed. After the last time they were here I went under the house again and have found 3 small whiskey bottles. I told [redacted] about the first on but haven't told him about the last two. If the final job is not done properly I would like to request the help of the Revdex.com arbitration committee and have a meeting with them. This job started on 9-09-2014 and was told it would take 2 day to do. Now it is almost 4 months latter and still not complete. Told [redacted] the shower hose from the wall to the shower head is also broken. This has been a poor installation job of the beginning and want it finished properly. I'm very upset with all the installers and cheap materials. Thank you, LaVerene Tish
Final Consumer Response /* (3000, 18, 2015/01/28) */
Revdex.com Comment - The Revdex.com called the consumer and stated he is satisfied with the repairs the company made and considers the complaint closed unless another problem would arise in the future. He considers this complaint resolved.
Initial Business Response /* (1000, 9, 2015/01/02) */
Dear Revdex.com,
Regarding Revdex.com Case#: 132959 as registered by Mr. LaVerne Tish against Bach Medical Supply (BMS);
BMS did in fact install a new walk in shower for Mr. Tish. The pictures Mr. Tish provided to back up his complaints were taken...
before the completion of the project and have little relevancy to the completed job, as do several of his comments. After BMS left Mr. Tish's home, the customer called with complaints. BMS returned to address any issues and assure a quality which BMS is known for. The customer was content with the job at this point and paid for materials and services rendered.
The customer called back and had again become unhappy with the job. Mr. Tish spoke with BMS VP, [redacted]. [redacted] asked what BMS could do to make him happy with the project; Mr. Tish requested that BMS return to the job site and perform work completely unrelated to the original and finished job contracted.
Apparently, After BMS had completed the original job; Mr. Tish removed a wall in his bathroom which left the commode out of center. Mr. Tish requested BMS to do the following:
These bullet points are verbatim from a letter issued to Mr. Tish before BMS returned to the job:
* Move your commode approximately 12" from where it is now.
* You have purchased a new supply valve and would like us to put that on as well.
* We will also need a new flange and wax ring.
* We understand that the subfloor is rotten and also needs to be replaced under the toilet area. You estimated that this is an area approximate three feet by three feet.
* You wold also like the trim around the shower to be re-glued and caulked."
The flooring where the commode was to be moved was requested to be replaced in an area "UP TO" 36" x 36" depending on the integrity of the floor around the area. It was determined that an area of approximately 26" x 24" would return the floor to its original and full integrity. Now it appears Mr. Tish wishes to have the maximum area discussed of 36" x 36" installed regardless of any structural or cosmetic benefit of doing so.
Again, this repair had nothing to do with the original job BMS contracted to do and completed, however, BMS obliged and went out a 3rd time to fix a problem that was created after the original job was finished and paid for.
Mr. Tish called spoke to [redacted] again on December 30th after his original letter to the Revdex.com. The reason for the call was to report that he now has what may be a crack or hole in the shower pan which will be replaced as soon as possible after its arrival which is to be January 15th. At the time of installation BMS will again thoroughly all facets of the job and make certain that Mr. Tish is satisfied with all aspects.
Bach Medical Supply has been in business for over 33 years and has been accredited by Revdex.com for many of those years with absolutely no customer complaints as far as we know. Because of having gone well beyond what would typically be expected to make a customer happy, if, after our final visit on or near January 15th, we are unable to make Mr. Tish happy we would like to request the help of the Revdex.com Arbitration committee in this matter.
Please find enclosed, a copy of the BMS proposal letter describing the scope of the secondary "gratis" work and release form given to, but not returned by, Mr. Tish.
Sincerely,
[redacted]
Back Medical Supply
Cell: [redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/01/15) */
The pictures I have taken were each time after they said they had it all fixed. They are right, I did take out a wall. I did ask them to move the stool 12". They had put the stool down on a rotten floor so they had to take it up anyway. They had to cut a new hole in the new floor anyway so what does it matter if they move it 12 inches. The only difference is they had to add a little bit of drain with I thought after three months or more they could do. They mounted the new stool on a broken flange not only once but 2 times on the rotten floor so they couldn't bolt the stool down solid to the broken flange. When I took the stool up to move the wall I unbolted it with my fingers. I called [redacted] about the floor and we agreed they would replace about a 36" X 36" square. They only put a 24" X 26" leaving about a 6" bad spot still in front of the stool. They left a lot of places not caulked or poor caulked job were water could get between shower and wall. Some of the trim around the edge was loose and not glued tight to wall. I called [redacted] about a hole in the shower floor. It has a 30 year guarantee and it didn't even last 3 months. [redacted] was to talk to the factor that makes the floor then let me know when it would be here. He didn't let me know until I got the letter from the Revdex.com on 1-10-2015. He did call me on 1-14-2015 and said it was here. They are to come 1-20-2015 to install it. When I talked to [redacted] about the hole in the floor in the shower, I told him I had had the bathroom painted and a new rug put down. I told him if there was any damage to either of them he would be responsible for fixing and he agreed. After the last time they were here I went under the house again and have found 3 small whiskey bottles. I told [redacted] about the first on but haven't told him about the last two. If the final job is not done properly I would like to request the help of the Revdex.com arbitration committee and have a meeting with them. This job started on 9-09-2014 and was told it would take 2 day to do. Now it is almost 4 months latter and still not complete. Told [redacted] the shower hose from the wall to the shower head is also broken. This has been a poor installation job of the beginning and want it finished properly. I'm very upset with all the installers and cheap materials. Thank you, LaVerene Tish
Final Consumer Response /* (3000, 18, 2015/01/28) */
Revdex.com Comment - The Revdex.com called the consumer and stated he is satisfied with the repairs the company made and considers the complaint closed unless another problem would arise in the future. He considers this complaint resolved.