B&LS Concrete & Masonry Carpentry

We have reviewed MrS [redacted] 's response dated July 12, We have provided photographs as well as results from [redacted] regarding the review of the cracking grout situation We appreciate that MrS [redacted] filed a claim with the grout company and we accept [redacted] ***r's assessment of this claimIt is unfortunate that MrS [redacted] would file a claim and then back away when the results are not what he expected We strongly disagree with MrS [redacted] 's representation of information regarding this complaint # [redacted] The grout is cracking in all areas of the shower as well as on the floor where the floor meets the tub and wallEvidence has also been noted and provided of ragged tile cuts and uneven tile We have requested that both the surround and floor be replaced at the base level, not just patched We have waited years to have this remodel completed and wish to have it done correctly We have filed a complaint with the Pennsylvania Attorney Generals and will following through with their process We are requesting B& LS Contracting cover the cost ($6,659.57) to have the shower surround area and floor redone correctly We reject the offer for $to have the grout patched Regards, [redacted] ***

In regards to your letter dated June 29, to address the complaint against mybusiness, please allow the following to serve as my response.I disagree with all of their responses but it would be bickering to go back and forth sayingthey said this and I said that.After reviewing their many, many complaints it seems the only unresolved issue is thecracking groutThe grout is defectiveI filed a claim with the grout company on their behalf.The grout company is not standing behind their product.To replace the grout, it is a one day job for a contractor, a ten hour day, $30! hour andabout $in materials, to repair their primary concern would be $They are asking me topay $6,659.57.I appreciate your efforts to protect consumersThank you.Very truly yours,Bryan S***

In regards to your letter dated June 9, 2017 to address the complaint against my business,please allow the following to serve as my response.I have tried everything I could to work with this customer. I pulled the floor up, replacedand regrouted it at my expense. I installed the shower door and then...

removed the door Iinstalled. They wanted a shower door that I told them would leak and after it leaked I replaced itat no additional charge. I have been an independent contractor for 26 years and this is the firsttime I have been unable to resolve a customer’s concerns and end things on a positive note.Below are some of the notes I had from this job.I was hired in early January, 2017. We, (customers and I) went to Floor [redacted] in earlyFebruary and Floor [redacted] offered them, for free, a new type of underlayment that I wasunfamiliar with. I told them was I unfamiliar with that underlayment. Floor [redacted] sold thegrout to be used in the shower but they didn’t want to use that grout because of its price, theychose grout from [redacted] to save money.Early March, 2017 I started the job. On March 10, 2017 I told Su the shower door willleak due to the quality of the door. March 13 Su said the job looked good. March 15 I put thegrout on the floor. March 16 while installing the sink I noticed the floor tile was cracking.Customer asked if bathroom would be usable for the weekend, they were having a birthday party.I got the bathroom usable for the weekend and told Su I would be back Monday to remove andrepair the floor. I installed toilet paper holder with hardware supplies they had with the toiletpaper holder but had to re-install the toilet paper holder later with other hardware because theirwalls are ½ in drywall and the hardware with the toilet paper holder was ¾ in. but I wanted togive them something to get through the weekend.On March 17 I received a text and video from Su stating “water is coming up through thefloor.” Su was very upset. I went over to their home and when I arrived her father was there,who I met with. I looked at the bathroom and the shower door was leaking, as I told her itwould. She asked that I replace the shower door that I installed because it was glass and shedidn’t like that they had to squeegee it every time they took a shower. I replaced the shower doorand removed the tile brackets for the glass door, at no charge to try to satisfy customer.March 20, I returned after the weekend, removed the entire floor, replaced and regrouted,at no cost to them, to try to satisfy customer.March 22, 2017 I installed the toilet and sink and touched up all items that they madenote of. March 29 I was notified the grout was cracking in the shower around nitch.March 30 I met with Mike to address their concerns. As soon as I walked in the door they saidthey wanted a refund. (I had just replaced the entire floor a week earlier at no cost.)April 4, they sent me photos of the shower ceiling wet after their daughter took a shower. Theybelieved I had done something wrong because the ceiling was wet after their child showered.April 10, I talked to [redacted] Dept. employee. I told them the problems with the groutand asked how to file a claim with manufacturer because there is a problem with the grout. Theclaim was submitted and the grout company will not pay because they claim it was improperlymixed. The mix was sold by [redacted] and I followed the instructions exactly, it’s two ingredients.Customer complains of uneven tile. I am unable to make all tile plumb when dealingwith uneven walls and [redacted]. I have to work with the unevenness of the existing structure thatis not plumb and level. The unevenness is slight but it is impossible to make it completelyplumb.I believe nothing I do at this point is going to satisfy them. I want all of my customers tobe happy and have a good experience, that’s how I stay in business.I tried to resolve the issues with them but they want me to pay [redacted] to have theirbathroom remodeled. The problem was with the grout. I already replaced the floor and showerdoor, at my expense, to try to make it right with the customer. I have lost money on the job.To try to resolve this I would be willing to have another contractor, *. [redacted]Contracting, repair the grout work in the shower. [redacted] charges very high prices compared toother contractors in our area.I appreciate your efforts to protect consumers and I hope my explanation is sufficient toshow I have tried to resolve their concerns.Very truly yours,Bryan S[redacted]

We have reviewed Mr. S[redacted]'s  response dated July 12, 2017.  We have provided photographs as well as results from [redacted] regarding the review of the cracking grout situation.  We appreciate that Mr. S[redacted]  filed a claim with the grout company and we accept [redacted]r's assessment of this claim. It is unfortunate that Mr. S[redacted] would file a claim and then back away when the results are not what he expected.  We strongly disagree with Mr. S[redacted]'s representation of information regarding this complaint #[redacted].   The grout is cracking in all areas of the shower as well as on the floor where the floor meets the tub and wall. Evidence has also been noted and provided of ragged tile cuts and uneven tile.   We have requested that both the surround and floor be replaced at the base level, not just patched.  We have waited 20 years to have this remodel completed and wish to have it done correctly.  We have filed a complaint with the Pennsylvania Attorney Generals and will following through with their process.  We are requesting B& LS Contracting cover the cost ($6,659.57) to have the shower surround area and floor redone correctly.  We reject the offer for $322 to have the grout patched. 
Regards,
[redacted]

I did not offer to pay $322, I was pointing out that $322 is the appropriate amount to resolve their concern.   It appears we have reached an impasse. I am not willing to pay over $6,000 to give them another new bathroom. They paid me less than $4,000 and they have a nice new bathroom. I tried to resolve this before I completed the job, including doing work for free when the home owner changed their mind on things.  Again, their primary concern is the cracked grout and that can be resolved for a little over $300. There were no chipped tiles when I left and if they are chipped now, it is due to their act, not my installation.   The uneven tiles are slight and are due to the house being over 50 years old with variety of uneven floors and walls. They make it sound as if I left their bathroom a mess and worse than I found it. The bathroom looks nice and is completely usable, they said so. At this point we are just bickering back and forth. They are being unreasonable to insist I pay [redacted] over $6,000 to completely remodel their bathroom. I tried resolving their concerns before I completed the job.   We can not resolve this when their only solution is that I pay over $6,000 to [redacted]. Bryan S[redacted]

After reviewing the B& LS response we identified a number of errors in their response. B& LS states that we insisted on using  Dureal Tile Underlayment because it was free - this is false.  We met with contractor and  [redacted] representative on 2/8/17. Dureal Tile Underlayment was highly recommended by the [redacted] company and had been well received by customers and contractors who had used it.  We did pay for this underlayment and the invoice is attached.  B& LS also stated that we chose to go with [redacted] grout to save money - this is incorrect.  We actually purchased Quartz Lock 18 lb. Urethane Premixed grout from [redacted]. (invoice attached).  When Mr. S[redacted] saw the grout he said it was "overkill" for a residential bathroom.  We took  the contractors advice and requested that he purchase the grout that he felt was best for the job and just add it to our bill.  We then returned the original grout we purchased to [redacted]. We would like to note that during the job, the contractor stated that he didn't purchase enough tan grout to do the both the floor and shower and asked Susan if he could use grey grout that he had in his truck for the floor.  Susan agreed as it was two different surfaces.  The contractor also stated that we made him remove the Kohler shower door due to not wanting to clean it - this is also false.  We requested he remove this door because it leaked from the moment it was installed and the contractor stated it was due to the walls not being plumb.  We opted to just go with a shower curtain at his advice.  Susan stated that this would be ok as it would be easier to clean and she was trying to make the best of the situation. We hired B& LS to completely remodel our bathroom - the contractor mentions problems with plumb walls and level surfaces as barriers to the installation process.  The room was gutted to the studs and we wrongfully assumed that issues would be addressed at a base level by the contractor.  Despite the "bumps in the road" we paid B& LS for their job and thank them.  It was only 2 weeks after that time that the grout began cracking and this is truly our primary concern at this point.  I have attached two documents from [redacted] Construction products in regards to this complaint.  We have chose [redacted] to remove and replace our shower surround and floor.  [redacted] was chosen because we are unwilling to take further risks with an independent contractor and prefer the protection from a third party such as [redacted] in the replacement process. 
Regards,
[redacted]