Complaint: [redacted]
I am rejecting this response because: After many emails, phone calls and texts to Crystal Restoration only after I filed a complaint with the Revdex.com did I get a call back. On or about Aug 8 I got a call from a contractor that was hired by Crystal Restoration to come out on Aug 15 to access the issues. When was there he said that the scope of work was mainly granite issue and that he didn't deal with granite. he would talk to the manager at CR and tell him that they would need to contact a company that deals with granite. I contacted CR last week and asked how things were going and he said he would let me know via text. The following day the same guy who came out and said it wouldn't be able to fix the issue tried to arrange a time to come out and fix it. I reminded him that he said it wasn't his "area" and he said he would give it a try. I said no, that I wasn't going to have someone come out and "wing it" again. That I wanted my kitchen to be fixed the right way. I gave CR the name and number if the company that originally installed the granite and they told me to contact them. I now have a call into them and will have them give me an estimate. I will ten let CR know how much it is and if agreed I will have it fixed and deduct it from their invoice. Crystal told me that they wanted to be paid now and I said no, that I would gladly pay them when the kitchen is back the way it should be. I don't know how they can call themselves a restoration company when, they didn't put the cabinets back into their proper position, didn't complete putting the back splash, padded their bill, damaged the refrigerator, separated the under mount sink from the granite and then wanted to be paid in full. This has been going on since Easter.... 4.5 months and still counting..... this has been a nightmare.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and find that this resolution is satisfactory to me. I am not comfortable to say that I am fully satisfied at this point but the parties have agreed to a solution and things are finally moving forward. I am in the process of getting a granite company to come to the house and reset the granite and repair the under mount sink and reattach the back splash. At this point I will say that the process in repairing this issue is slow but will say that all parties have agreed to a plan and will get this completed as soon as possible.
Sincerely,
[redacted]
To Whom It May Concern:My name is James G[redacted] and
I was the project manager on the [redacted] loss. The following includes all
information gathered from the loss site and conversations I had with Mrs. [redacted]
in response to the statements made to the Revdex.com.
In regards to the...
bathroom floors, Mrs. [redacted] and I
discussed removing the floor. It was a vinyl 12x12 floor, therefore, in my
professional opinion; there was no reason to suspect asbestos to be present. She
agreed to the flooring being removed before we started any work on the
bathroom.
In regards to the repairs, the mitigation was complete
almost three weeks prior to Mrs. [redacted]’s complaint. I tried to contact the
customer via phone call on October 30th, 2015 and also on November
3rd but received no call back. This type of mitigation and repair
work takes time because permits need to pulled and material picked out before it
can be started. I apologize if the time frame inconvenienced Mrs. [redacted] in any
way. The employee in charge of picking up the equipment from the home was not
told by the client that there were any issues as far as a stain being left on
the carpet and he also did not notice anything upon picking up the
equipment.
At that time, Mrs. [redacted] had signed a satisfaction sheet
acknowledging she approved of the work being done. I was under the impression we
were providing the agreed services and the client was satisfied. It is never our
intention to cause any stress to our customers and we send our deepest apologies
that Mrs. [redacted] feels this way. If you have any other questions, please contact me at ###-###-####.Respectfully submitted,JamesJames G[redacted]
Vice PresidentCRYSTAL Restoration Services of New EnglandAttachments
Complaint: [redacted]
I am rejecting this response because: After many emails, phone calls and texts to Crystal Restoration only after I filed a complaint with the Revdex.com did I get a call back. On or about Aug 8 I got a call from a contractor that was hired by Crystal Restoration to come out on Aug 15 to access the issues. When was there he said that the scope of work was mainly granite issue and that he didn't deal with granite. he would talk to the manager at CR and tell him that they would need to contact a company that deals with granite. I contacted CR last week and asked how things were going and he said he would let me know via text. The following day the same guy who came out and said it wouldn't be able to fix the issue tried to arrange a time to come out and fix it. I reminded him that he said it wasn't his "area" and he said he would give it a try. I said no, that I wasn't going to have someone come out and "wing it" again. That I wanted my kitchen to be fixed the right way. I gave CR the name and number if the company that originally installed the granite and they told me to contact them. I now have a call into them and will have them give me an estimate. I will ten let CR know how much it is and if agreed I will have it fixed and deduct it from their invoice. Crystal told me that they wanted to be paid now and I said no, that I would gladly pay them when the kitchen is back the way it should be. I don't know how they can call themselves a restoration company when, they didn't put the cabinets back into their proper position, didn't complete putting the back splash, padded their bill, damaged the refrigerator, separated the under mount sink from the granite and then wanted to be paid in full. This has been going on since Easter.... 4.5 months and still counting..... this has been a nightmare.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and find that this resolution is satisfactory to me. I am not comfortable to say that I am fully satisfied at this point but the parties have agreed to a solution and things are finally moving forward. I am in the process of getting a granite company to come to the house and reset the granite and repair the under mount sink and reattach the back splash. At this point I will say that the process in repairing this issue is slow but will say that all parties have agreed to a plan and will get this completed as soon as possible.
Sincerely,
[redacted]
To Whom It May Concern:My name is James G[redacted] and
I was the project manager on the [redacted] loss. The following includes all
information gathered from the loss site and conversations I had with Mrs. [redacted]
in response to the statements made to the Revdex.com.
In regards to the...
bathroom floors, Mrs. [redacted] and I
discussed removing the floor. It was a vinyl 12x12 floor, therefore, in my
professional opinion; there was no reason to suspect asbestos to be present. She
agreed to the flooring being removed before we started any work on the
bathroom.
In regards to the repairs, the mitigation was complete
almost three weeks prior to Mrs. [redacted]’s complaint. I tried to contact the
customer via phone call on October 30th, 2015 and also on November
3rd but received no call back. This type of mitigation and repair
work takes time because permits need to pulled and material picked out before it
can be started. I apologize if the time frame inconvenienced Mrs. [redacted] in any
way. The employee in charge of picking up the equipment from the home was not
told by the client that there were any issues as far as a stain being left on
the carpet and he also did not notice anything upon picking up the
equipment.
At that time, Mrs. [redacted] had signed a satisfaction sheet
acknowledging she approved of the work being done. I was under the impression we
were providing the agreed services and the client was satisfied. It is never our
intention to cause any stress to our customers and we send our deepest apologies
that Mrs. [redacted] feels this way. If you have any other questions, please contact me at ###-###-####.Respectfully submitted,JamesJames G[redacted]
Vice PresidentCRYSTAL Restoration Services of New EnglandAttachments