APEX Marble Granite Tile Company

Review: Apex was hired to paint and glaze kitchen and laundry room cabinets. the job has the following faults:1.the color of the doors and drawers do not match the cabinets2.lifetime warranty not provided 3.refrigerator cabinet not glazed4.refrigerator not reassembled correctly 5.touch up unpainted areas6.touch up material not provided7.paint overspray not cleaned up

Desired Settlement: DesiredSettlementID: Other (requires explanation)

complete the following:1.glazing of refrigerator, doors and drawers 2.correct assembly of refrigerator trim 3.provide touch up material4.touch up unpainted areas5.clean up overspray6.As promised, provide written warranty

Business

Response:

Business' Initial Response

The contract was signed with Mr. [redacted] on 05.31.13. Prior to the contract being signed we provided the customer with many painted cabinet samples to choose their color from.

Mr. [redacted] and his spouse did not want to have a pure white color for their kitchen cabinets and kitchen doors, they preferred a bone color or off white color. We made special samples according to their color preferences. As soon as the color was confirmed and customer was happy with it we went ahead and signed the contract. After they signed the contract we took their existing cabinet doors and brought it back to our shop to paint them in a controlled environment. After painting one door for a test, we brought it back to the customer for their final approval. The customer was very satisfied with the color and did not express any concerns or objections. Then we selected a glaze for the cabinets & doors. At first they wanted to glaze just the cabinet doors, not the panels or boxes. They said "we want the cabinet doors to pop" so we glazed just the doors lighter. However, the boxes and the panels appeared too light to our customer so we applied extra glaze to make it darker and the customers were left happy and satisfied. There cabinet doors are a bit lighter then the other areas making them appear to "Pop" And yes it's true that the doors and drawers are a little bit lighter than the boxes, We did it that way per the customer's request. They wanted that way and their words were at the time "it looks more custom and outstanding". They said "the job turned out very beautiful and unique looking"

Some of the extra work we did that was not in the contract, these items were completed at no charge to make the customer happy and provide them with a better looking final product.

1) We painted the inside of all the upper cabinets and drawers.

2) We painted the crown molding at no charge

3) Glazing of the cabinet boxes

The customers seemed very happy with all the worked that was performed and our workers received a lot of compliments from them during the process and after completion. We did not proceed with any steps without their approval. We finished the job on 06.19.13. On June 21 I, [redacted] and my project coordinator [redacted] went to the house and we received our final balance check and a lot of compliments about our company's processes, our workers and the work itself. They expressed their approval and satisfaction and said "the kitchen's final look is beautiful". We didn't see any over spray or unglazed cabinet parts they are mentioning now in their complaint. They shook our hands with a friendly smile and left us their best regards.

After about month 07.17.13, I [redacted] stopped by to drop off some paint for touch ups and qt. round moldings that we painted for them as a favor without any charge. [redacted] was very thankful and I heard yet another compliment about our work and the new kitchen look and how they're happy that they contracted with our company. During that same month they had tried to contact one of our workers, [redacted] to have more work completed directly by him. He refused and informed me about it. On the 07.18.13 we received the first email from them which caused some confusion. We replied back to them. Please note that in that first email they never mentioned overspray or any unglazed parts or something about a different color on cabinets and doors. They did mention the kitchen cabinet boxes and doors a different color. They also said that our work does deserve compliments. After our work they hired a designer to paint their interior walls in a different color and the designer said that the cabinets look too light which caused the problem. As I told the homeowner In order to make the cabinets darker we have to redo all the work that was completed. We have been members with Revdex.com for many years and we have never had any problems. We work hard to keep our high A+ rating. We do our best to keep our customers happy. Unfortunately in this case I believe we've done everything we could to meet the customer's expectations (which we did originally). As far as their refrigerator, it is very old and crooked and the legs need to be adjusted so it is level. Per the contract we painted and glazed the front wood panels to match to the kitchen door & drawers. However, we could not fix to make it straight and paint the whole refrigerator since it's not our specialty. We never touched the actual refrigerator itself, just painted and glazed the wooden panels.

I don't know what kind of warranty they're asking for but the paint supplier provides a 25 year for the paint however we could not be responsible for their already existing old cabinets From our understanding Revdex.com is an agency that also helps businesses like ours from bad customers.We believe this matter to be resolved.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

The company's written response was not quite correct.

However, The company came out and corrected all the concerns we had. They finished all the work with expertise and care.

Review: This has been, and continues to be, the worst experince I have had with a business. I didn't file this complaint after the work was done because of the president of the company, [redacted], who ended up having to take over the handling of my remodel. He promised me that he would make things right, and for me to call him personally. He said would give me "REAL GOOD PRICES" and oversee the next remodel when I'm ready for that project. I recently contacted [redacted] for estimates on replacing a couple of counter tops and the quote he gave me was nowhere near what I expected, and told I him so. [redacted] was suppose to get back to me. Instead I attempted to contact him several times, with no response. Previous to the lack of communication(Oct 28 2014) I called him while he was on his way to his office and informed him that the demo was not done to the bar counter top per the final contract of last years work. He was supposed to call me back once he got to the office, but he never did. Then, on Nov 10th, I was able to finally reach him after I noticed that we actually overpaid for the original work. He informed me, at that time, he was in Texas. I expressed my disappointment and irritation, and that I didn't appreciate him ignoring me. The lack of customer service, professionalism, and comunication continues. We were told that our first remodel would be done in 2 weeks, instead it was 2 months and my house was left in shambles. There were days nobody showed up to work, and when some of the work was done, such as painting, it was done poorly. I had to do touch up in all the rooms except the 2 bathrooms, and my furniture was damaged. [redacted] was shown all the damage, which is why I believe he gave me the yet unfullied promise of making things right.Desired Settlement: Would like a refunded for the work that was not done, but was on the final contract. Compensation regarding the sloppy paint job by the painters (had to touch up in all the rooms except bathrooms) the chips in my furniture, and scratches and chips in stairwell, the damage done to my leather chair.

Consumer

Response:

Due to the Holiday, and not being able to scan my attachments until back to work I'm unable to send this information until Monday. I hope this responce will at least satisfy the 5 days response. I would appreciate if someone can contact me by phone I have some questions ###-###-####. Thank you [redacted]

Consumer

Response:

Due to the Holiday, and not being able to scan my attachments until back to work I'm unable to send this information until Monday. I hope this responce will at least satisfy the 5 days response. I would appreciate if someone can contact me by phone I have some questions ###-###-####. Thank you [redacted]

Consumer

Response:

The amount requested is $112.13 for the cost of demolition of bar top and $1000.00 for damages.Total= $1,112.13

Consumer

Response:

The amount requested is $112.13 for the cost of demolition of bar top and $1000.00 for damages.Total= $1,112.13

Business

Response:

To whom it may concern,

This complaint comes as a complete

surprise to us. About a month ago I was contacted by [redacted]e to give her

an estimate on the fab[redacted]ation and installation of a few Vanity-Tops. My

Earlier experience with the customer ended in a job that was completed and

completely paid for without any major issues. When we completed work for

[redacted] about one year ago she informed us that she would need more work on her

house done in the future. She gave me a call sometime around the beginning of November

to obtain an estimate because I promised to give her a good deal on her next

job. After I gave her the estimate she then proceeded to inform me that my

quote was much higher than that of another quote she received. After reviewing

her counter offer I realized that if we were to give her the p[redacted]es she asked

for then our business would be the one that financed over half the costs of the

project. I told her that, as a licensed contractor, this was the best p[redacted]e

that we could give, we would however be willing to provide her with the

materials free of charge.

At the

time of the measurement I also asked her if she was happy with the previously

completed work. At which she answered that they were completely satisfied and

the work looked great. After taking a tour of the house I saw that everything

still looked nice even close to a year after completion.

According to the letter that she

wrote you, her furniture was damaged and she wants to get re-compensated for

said damages. However, [redacted] has three Indoor dogs that are given free reign

over the house; One German Sheppard and two or three smaller dogs. During the

time of the work, all of her furniture was carefully covered and handled.

In my experience if there is any

real damage or problems on a project, the customer does not wait a full year to

report said damage. During the course of our work we have always been

accommodating and helpful at every turn. We did a lot of extra work that was

not even on the contract and did not even bring up the issue of payment for any

of the jobs except the ones that would cost us extra money. However I am

beginning to fear that she is starting to take our helpful nature to be one of weakness.

As a proud member of the RevDex.com we make it no secret that we have a good repute with this

Organization. She used this fact to try to get us to do a job for well below

our costs and when that did not turn out the way she had hoped she is now

trying to push for damages. We have the original contract and all of the

subsequent payment information from the job we completed. The p[redacted]es we charged

were fair and reviewed by our company and [redacted] at every turn. She went over

the estimate a minimum of ten times and reviewed every charge line by line, if

at the time of the job no extra charges were found we are sure that none were

made. Just as an example of our accommodating nature: the original contract was

signed for $11.199.24, attached is a copy of it. A couple weeks after the

contract was signed, midway through the job, she asked us to help her out a

little bit financially, we gave her a break and the final amount she paid was

$10,757.91. In addition to giving her a p[redacted]e break, throughout the entire

project we completed many small tasks without additional charges.

We would like to address all of the

alleged damages one by one.

1.

“the sloppy paint job by the painters (had to

touch up in all the rooms except bathrooms)”

When we first started the project the customer had

requested that we remove all texture from the ceilings and paint only the

ceilings. We covered everything up, removed the texture and applied the paint.

When the painter was finished we asked the customer if there was anything else

that she would need from the painter or if there was anything we missed. She

informed us that everything was fine.

2.

“the chips in my furniture, and scratches and

chips in stairwell, the damage done to my leather chair.”

As to the damage

in the furniture,, logic dictates that in a house full of dogs, one big dog and a few small dogs, minor scratches and blemishes are bound to show up on any of the

furnishings, and/or stairwells. Given that the house was older and lived in,

the stairwell had minor scratches and chips before our work even began. We

never agreed to do any work on the actual stairwell itself, so we cannot be

held responsible for the past or current state of the area.

If a customer has a horrible

experience with a contractor that customer normally does not call the same

contractor back to do more work. The fact that these damages only surfaced

after we gave [redacted] a quote that she was not happy with leads us to believe

that this entire complaint is unfounded and is an attempt to get money out of

our company for a perceived offense.

As a company and a valued member of

the Revdex.com we would not like to lose our reputation over the

misguided anger of one person nearly a year after the work in question was

completed. We hope that this letter

clarified the intentions of all parties involved. As a company we have made a

special effort to rectify any and all complaints and/or issues brought to us by

any and all customers. However we cannot be expected to give in to this

unsolicited attack on our reputation as anything more than an attempt to get

some extra money out of an anticipated easy target (a small business that is concerned about it's reputation and ratings.)

Best Regards,

[redacted] - President

Business

Response:

To whom it may concern,

This complaint comes as a complete

surprise to us. About a month ago I was contacted by [redacted] to give her

an estimate on the fabrication and installation of a few Vanity-Tops. My

Earlier experience with the customer ended in a job that was completed and

completely paid for without any major issues. When we completed work for

[redacted] about one year ago she informed us that she would need more work on her

house done in the future. She gave me a call sometime around the beginning of November

to obtain an estimate because I promised to give her a good deal on her next

job. After I gave her the estimate she then proceeded to inform me that my

quote was much higher than that of another quote she received. After reviewing

her counter offer I realized that if we were to give her the prices she asked

for then our business would be the one that financed over half the costs of the

project. I told her that, as a licensed contractor, this was the best price

that we could give, we would however be willing to provide her with the

materials free of charge.

At the

time of the measurement I also asked her if she was happy with the previously

completed work. At which she answered that they were completely satisfied and

the work looked great. After taking a tour of the house I saw that everything

still looked nice even close to a year after completion.

According to the letter that she

wrote you, her furniture was damaged and she wants to get re-compensated for

said damages. However, [redacted] has three Indoor dogs that are given free reign

over the house; One German Sheppard and two or three smaller dogs. During the

time of the work, all of her furniture was carefully covered and handled.

In my experience if there is any

real damage or problems on a project, the customer does not wait a full year to

report said damage. During the course of our work we have always been

accommodating and helpful at every turn. We did a lot of extra work that was

not even on the contract and did not even bring up the issue of payment for any

of the jobs except the ones that would cost us extra money. However I am

beginning to fear that she is starting to take our helpful nature to be one of weakness.

As a proud member of the RevDex.com we make it no secret that we have a good repute with this

Organization. She used this fact to try to get us to do a job for well below

our costs and when that did not turn out the way she had hoped she is now

trying to push for damages. We have the original contract and all of the

subsequent payment information from the job we completed. The prices we charged

were fair and reviewed by our company and [redacted] at every turn. She went over

the estimate a minimum of ten times and reviewed every charge line by line, if

at the time of the job no extra charges were found we are sure that none were

made. Just as an example of our accommodating nature: the original contract was

signed for $11.199.24, attached is a copy of it. A couple weeks after the

contract was signed, midway through the job, she asked us to help her out a

little bit financially, we gave her a break and the final amount she paid was

$10,757.91. In addition to giving her a price break, throughout the entire

project we completed many small tasks without additional charges.

We would like to address all of the

alleged damages one by one.

1.

“the sloppy paint job by the painters (had to

touch up in all the rooms except bathrooms)”

When we first started the project the customer had

requested that we remove all texture from the ceilings and paint only the

ceilings. We covered everything up, removed the texture and applied the paint.

When the painter was finished we asked the customer if there was anything else

that she would need from the painter or if there was anything we missed. She

informed us that everything was fine.

2.

“the chips in my furniture, and scratches and

chips in stairwell, the damage done to my leather chair.”

As to the damage

in the furniture,, logic dictates that in a house full of dogs, one big dog and a few small dogs, minor scratches and blemishes are bound to show up on any of the

furnishings, and/or stairwells. Given that the house was older and lived in,

the stairwell had minor scratches and chips before our work even began. We

never agreed to do any work on the actual stairwell itself, so we cannot be

held responsible for the past or current state of the area.

If a customer has a horrible

experience with a contractor that customer normally does not call the same

contractor back to do more work. The fact that these damages only surfaced

after we gave [redacted] a quote that she was not happy with leads us to believe

that this entire complaint is unfounded and is an attempt to get money out of

our company for a perceived offense.

As a company and a valued member of

the Revdex.com we would not like to lose our reputation over the

misguided anger of one person nearly a year after the work in question was

completed. We hope that this letter

clarified the intentions of all parties involved. As a company we have made a

special effort to rectify any and all complaints and/or issues brought to us by

any and all customers. However we cannot be expected to give in to this

unsolicited attack on our reputation as anything more than an attempt to get

some extra money out of an anticipated easy target (a small business that is concerned about it's reputation and ratings.)

Best Regards,

[redacted] - President

Consumer

Response:

I am rejecting this response because: for the gentleman to suggest that I am trying to exhort him and his company is slanderous. He seems to forget that I showed him the damage done to my home when the job was finally complete. The job that took a month and a half longer than scheduled. that is not fiction. What is fiction is that that my dogs did the damage. At no time did any one of the workers come into contact with my pets inside or outside of my home. My dogs spend the bulk of their time outdoors and two of them sleep in kennels when indoors. The third is less than a foot tall. So it would be impossible for her to damage things in the area where workers would carry tools and fixtures(waist to shoulders). When I showed [redacted] the damage that had been done, I suggested to him that I was NOT happy and might send my story to the Revdex.com. It was at that point that he asked that he be given the opportunity to "make it right" by offering me a "great deal" on future work.