Back to Basic Outreach Ministries

Complaint: I am rejecting this response because: *** is being untruthful, and I have decided to take this to courtIf *** wants this complaint to go away, I suggest he corrects everything that is wrong with the project he started and walked off the job after he got paid Regards, [redacted]

From: *** *** ***@gmail.com>Date: Tue, Feb 27, at 9:PMSubject: Case ID #1***To: [email protected] you for contacting me regarding this dispute. In regards to this customer complaint, as we have already attempted to do, we apologize for any dissatisfaction
with your projectWe will continue to do our best to address the issues listed, in the order they are listed. First and foremost, the project was not left undone and we have made several attempts to remedy the situationThe bathroom remodel project was left at an unfinished state caused by the untimely ordering of the vanity, which we were not in charge of orderingThis cause at least a 2-week delay in our scheduling for finishing the projectAt first, this was agreed upon as acceptable, considering we were not at fault for the timeline of the delivery or ordering of the new vanity. We have been in constant contact and have sent or more people to complete this workThe last person to attempt finishing received a verbal lashing from the client and a laundry list of things he was not responsible for addressing at his visitThe worker was given strict instructions regarding the tasks for the day and was not to be bombarded by complaints, requests, and demands from the customerThis harassment caused the worker to feel uncomfortable and rightfully leave the job siteUnfortunately, this cause yet another delay in scheduling for the finishing of the customer's projectWe are a new and small company with limited staff and limited resources, which was known to the customer and understood prior to beginning the second bathroom we remodeled our them. There are tiles that have chips on the edges where cuts were madePrior to cutting and installing these tiles, the customer was aware of the size recommendation made by our company representative, as being a new company the tools accessible were also limitedHowever, the customer bought a very large tile (larger than 24" long) against the recommendation and request of the companyAfter the tile was purchased, this was addressed again before any work for the installation had started"Just do the best you can" was the response from the customer, again against the recommendations of the companyThe choice to find someone else to install the tile that was better quipped was ignore and work commencedThe haze left on the tile from the grout is very common and can be removed after installationOur company does a final wipe-down and then instruct the customer how to properly care for or remove any lingering haze that may appearWhen this is not done properly after our final wipe-down, haze may linger for a longer periodWe are not responsible for the upkeep of the tile after we properly care for and clean the tile after installationBut there is not grout residue "all over the tile".The shower floor not draining water properly was an existing issue that the customer was aware ofThe recommendation to level the shower floor was ignore, as it would have costed more money for labor and materialsThe shower pan did not need replaced, but simply level in order to make the water drain properly to the middle of the shower where the drain is locatedThe only other option was to attempt to use thinnest to level the floor as tile was installed, which was against the recommendations of the company but acceptable to the customerThis is not something we advise, because the thinnest is not made to be used as a leveler in such situationsThe bed mud and labor were not going to be much of an added expense, but the customer had a budget and just wanted "the best we could do" with what we had scenarioThus, no warranty for the labor is given, due to our recommendations being ignoredSo, the shower pan is in exactly the same condition it was in prior to the demolition and reflects the existing issue from the first contractor, which seemed to have not been taken to court for them to pay for damages but placed on us after being instructed by the customer to simply do what we can so they can save a few dollars. The shower bench was approved after it was builtThe installer even sat on the bench himself to show how much room there would be to sit and reach for things inside the showerThe bench only became a problem after the harassment started and joined the list of things we are apparently being held responsible for. The holes in the drywall where the moulding (baseboard) will go, have not been patched and are without baseboard due to the customer not cooperating with schedulingThe project is not finished and we have not attempted to avoid finishing. Patching the holes where the plumber had cut out to move the water lines into the wall is and was not our responsibilitySimply listing it as a demand in an email does not constitute liability for our company to be responsible for such thingsThere is no pricing for this, nor was it agreed to but simply stated and a demand from the customerThe plumber was not hired or paid by our company and any damage they cause is not our responsibilityIf this were a polite request, we would have obliged. The "holes" in the wall where the drywall had been cut to install tile and trim is not finished due to lack of cooperation by customer in scheduling and availabilityThe "holes" at the ceiling are to be filled with grout and caulk after install, which are also planned to be completedAgain, we have not refused to finish this project but are being harassed and sued without the continued chance to fix the issues we are responsible for, which we have and will again claim to responsibilities at the end of this response. The niche and backsplash were a separate agreement, and has not been paid for or installedAfter continuous harassment by the customer, we have decided not to attempt to install the backsplash and niche, as this would cause further harassment and issue should another scheduling conflict occurThe remaining balance for the project owed to us, which is for the backsplash, is $for laborThat will cover the 5sqft of backsplash tile and nicheAny more than that and they are being charged too much. The laminate flooring in the bedroom was not ruined by our companyThe claim that the toilet in that bedroom had damaged the floor is falseHowever, the moving and removal of the toilet very well could have ruined the laminate flooringUnfortunately, our company did not move, remove, or install the toilet for the customerThis was also damage caused by the plumberThe previous bathroom we remodel for this same customer also had the toilet put in this same room, in almost the same exact place in the room and cause no damage, as it was installed by me personallyNo damage was caused, caution was used and it was properly doneIf the customer would not have had the plumber (or whomever) move and install the toilet, damage would not have been doneWe store all toilets inside of 3mm contractor bags and move them inside of the bag at all times, so that ANY remaining water never touches the floor, no matter what kind of flooring is existingWe have used this same method for every job we've completed and not a single issue with water escaping the contractor bags has occurred. Te last complaint about paying in full is partially true, with the exception of the backsplash and niche that we are declining to complete after being harassed in the manner we have been by this customer. There has been texting at all hours from the customer, outside of business hoursDemands have been made, threats have been made, and a lawsuit has apparently been filed as wellAll of this action from the customer is understandable if our company had refused to finish her project, but we have notNot a single mention has been made of our refusal, nor will there be unless the threats continueWe do not tolerate our name being smeared, tarnished, and otherwise diminished without actual causeaccusations and claims for damage and leaving a job unfinished purely out of spite is unprofessional and unappreciated. We will again, offer to complete the job here, publicly, as we have done every time we have had correspondence with this clientHowever, we are a very busy small company and every time we have been chased off the job, deliveries order by the customer, etc have caused us to be even further away from completion and the only thing I've gotten so far are demands of "finish on this day" and "if you don't finish by this day, I will have to continue to court route" are threats and not genuine cooperation from the customer to allow us to finish, but instead an attempt to smear our company name and turn the situation around on us like some people do to small companiesWe are extremely offended and do not feel as though we have been given a fair chance to finish our work without being smothered and harassed. Our company does recognize the errors we have made and are one more time going to list them so that we may fix/finish the project. Edge tiles with large chips will be replaceWalls still need to be finished outside of shower (excluding damage from plumber)Baseboard installedGrout finished/ patched at ceiling and small areas grout may have settled into grout lines of tileOne more wipe-down of tile hazeThank you for allowing us to tell our side of the story, and we greatly appreciate you stepping in to mediate some of this situation.We pride ourselves on customer satisfaction, but also understand that 100% is something all companies strive for but is realistically not attainableThis one situation is apparently one familiar to this customer, as we were explained to that a similar situation had occurred between them and another company years ago but the company closed before this customer was awarder their moneyWe know this because the customer told us themselves. An apology has been offered up and delivered to the customer, as well as an offer to complete the work we started and fix the things listed aboveHowever, the customer has already set a court date and is apparently moving forward to attempt to ruin our name and hold us responsible for things we are not guilty ofThe main thing we are not guilty of is leaving a project unfinishedWhen our schedule is inconvenienced by errors on the customer's part, we do everything we can with whatever available time we have to complete the projectWhen there is no cooperation, however, we aren't able to complete it as soon as we would like to. It is unfortunate that we have not been able to come to a reasonable solution for our customer, who was very happy with the entire project until their scheduling demands were not metAll of a sudden, everything is wrong with the bathroomBut the customer was happy enough to pay us in full after complimenting the work and saying how much they loved their new bathroomI apologize if I am beginning to sound a little unreasonable myself, but we do not appreciate being taken advantage of any more than a customer doesSmall businesses like mine work almost around the clock to keep people happy and pick up the pieces when others drop the ballThis is one of those situations and we have not been treated fairly our with the respect we should be, and that we've shown this customer. Our desired resolution is to fix/ finish the items we have listed above and have no further contact with this customer once we complete our listWe also would like the customer to cooperate and allow us to complete ONLY the list and not be held responsible for damage we did not cause, as well as drop the court date that has been set. If this customer wants someone to pay for her damages, they have the contact information for the plumber they hired and should charge them for damages and leaving they job unfinishedI guarantee they have not heard from their plumber since any of this happened, and have immediately placed blame on my companyThose are our wishes and our limitations of compliance with this customerWe have tried everything else in our power to finish this project and make this customer happyUnfortunately, we may not be able to make this one happy twice in a row. Thank you for your time. Thank you,*** *** - Owner/MGR || *** *** *** || *** * *** ***
*** *** ***
***

Complaint: 12696009
I am rejecting this response because: [redacted] is being untruthful, and I have decided to take this to court. If [redacted] wants this complaint to go away, I suggest he corrects everything that is wrong with the project he started and walked off the job after he got paid.
Regards,
[redacted]