Adult, Child, and Family Counseling, Inc.

Complaint: ***
I am rejecting this response because:nothing to address the problem-just "lip service" re; yrs experience--excuse me but HUH? the problem is/was the POOR workmanship on EVERYthing they installed--shortly after going to contract w/poulin I rec'd what cpould best be described as a frantic phone call from ebbins (? salesperson) telling me I should order our vanity-toilet from poulin--we had already discussed the fact that we were going to purchase toilet-vanity----and door frame ---just for the fact wife is disabaled and wanted to check the height of both toilet and vanity--conversation was ended -w/ebbins stating again--no problem w/you ordering items--(since we were being charged an incredible amount to install these items--now this is twice we were told no problem w/us purchasing items----after thinking about conversation w/ebbins we decided to cancel--phoned poulin andleft message we wanted to cancel--j *** ret'd call after some j *** assured ther e was no problem w/us ordering items BUT he would like to come out to check job--fine --j *** out to house AGAIN assured us no problem ordering items--as per j *** he'll advise when we approx-4-weeks out so we could order----FOUR times we were assured no problem ordering items self----now all we get is re3ferring to contract--we expected work to be performed in a professional manner---poulin never offered to clean my house after they trashed it out w/their vaccum---j *** informed us that the reason sewerage leaking on floor was that "his crew" crimped ( did not install properly) seal -which in fact was provide by poulin--as was the seal installed by j ***--as was the supply line supplied by poulin---we NEVER supplied any type of seal to poulin---I would be willing to to a polygraph test regarding anything I've conveyed to you--I'll pay for it---when results are in poulin can refund entire bal to us plus the cost of test---we feel because of our situation (disability) poulin and particulary j *** has taken advantage of us--as far as poulin coming to do repairs-well-I'll re-cap real fast----trashed our house out w/THEIR equipment because didn't clean THEIR equip-------have raw sewerage on my floor because THEY installed toilet incorrectly as per j ***-----door jam trim installed like an amateur---vanity top installed crooked (almost forgot crew member tells me when installing--"really nice vanity set Mr***") and they want to come back in my house--I think we've been inconvinced enough--NO as far as poulin returning--our whole experience has been BAD---thanks for your time------pretty crazy poulin takes almost weeks to reply w/ a "lip service" memo and consumer has days---anyway I do appreciate your time and effort--
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Tell us why hereWe apologize for any inconvenience this has caused Mr***Unfortunately, there was a malfunction in our system and our flooring project coordinator was not made aware of the warranty issueJessie, our flooring designer, (whom Mr*** called) was under the impression
the issue was in the process of being resolved so she didn’t want to interfereWe are very appreciative that this malfunction has been brought to our attention, and can assure you that is has been fixedDue to the inconvenience this caused Mr*** we will reimburse him the full amount of the plumbing billThe Poulin Design Center has been providing complete customer satisfaction for over years and stand ready to help Mr*** with any further warranty issues

We apologize that Mr*** is unhappy with the work that we didOur goal is to provide our customers with complete customer satisfaction and we intend to do the same for Mr***We do not provide refunds however we do stand ready to service our warrantyOur quality service manager has over
years of experience in bathroom remodeling and did visit Mr*** home to service our warrantyHowever, some of the items that were installed (vanity & toilet) as well as the items used to repair the issues with the toilet (supply hose) were customer providedWe do not offer any type of warranty on customer supplied items as we can’t guarantee the quality or condition of such itemsThis is stated in the customer agreement under our remodeling terms and conditions, “customer should have full responsibility for materials or workmanship provided by customer or under the directionThis includes, but is not limited to, materials, workmanship, clean up, insurance, hazards or delays caused by such, and may be responsible for losses or damage to PDR or others caused thereby.” As for the shower pan, we do ask that you understand not every product we receive from the manufacture is defect free, but it is our job to repair or replace such items as neededIf the shower pan is holding abnormally large amounts of water, this maybe a manufacturers defect and we stand ready to fix this issueWhen Mr*** is ready to address this warranty request, we will be more than happy to assist himHe can contact us at ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Poulin Design Remodling Inc.I agree to the terms for Re-ath to replace the panels and to contact me to schedule a date and time. 
Regards,
[redacted]ID #[redacted]

We originally were going to replace the panels under warranty. The day we sent out our Re-Bath Certified installer to install the replacement panels, under his further inspection, it was determined that the original damage was not due to a manufacturer's defect, but instead due to a sharp object...

penetrating the surface multiple times. At this point, our installer took a piece of scrap wall surround  and sliced the surface with a knife to demonstrate to the customer what it looks like when a sharp object penetrates the surface. After this determination it was concluded that corporate would not replace the panels under warranty because the damage was not due to a manufacturer’s defect. The Poulin Design Center strives to provide complete customer satisfaction and due to the confusion of originally being told the panels would be replaced under warranty, we have decided to still move forward under good faith and install the replacement panels. Our quality service manager will be in contact with the customer to schedule the installation of the replacement panels.