Brian LD Incorporated

July 27, 2014Revdex.com Representative:We have reviewed the recent complaint filed and although extremely disappointed to have received this formal complaint we do believe our company and its representatives did everything in their power to both satisfy the customer and resolve all issues brought to our attentionOn April 17th McDonnells Tub Teks was hired to refinish a bathtub and the surrounding tile wallsOur technicians arrived on time and completed the job to the customers satisfactionThe price for refinishing the bathtub and tile was competitive and the proposal included a three year warranty on all refinishing work completedMcDonnells Tub Teks was hired by the customer to refinish the tub and tile only and all additional work in the bathroom including flooring, painting and plumbing was not included in the original job proposal.Before starting the project I was asked to remove all plumbing fixtures before refinishing the surrounding tilesIt was explained to me by the customer that she was purchasing new onesOn the day of the project, we noticed that the existing handles and faucet were corroded and would not be easily removed therefore, before removing the handles and faucet we contacted the customer at approx11:aand explained that the existing handles were corroded and may get scratched or damaged if we removed themWe also explained that we would prefer to leave the old handles and faucet rather than destroy themAt this point the customer explained that she did not care if the handles were destroyed because she was purchasing new ones and she wanted them removedI and one of our technicians then removed the handles and disposed of themIn addition, we removed and disposed of the customers drain overflow plate which was rusted and also damaged beyond further use.In the days following the project the customer contacted me and explained that she had trouble finding the correct parts and sent several emails and text messages in which I responded to immediatelyShe explained that she was unfamiliar with plumbing and even gave me her brothers phone number who I also contacted to help resolve the problemIn addition, explained to her that I was not a certified/ licensed plumber and could only give her my advice on what parts to purchaseThese parts are available at all plumbing supply stores, [redacted] and [redacted] and to better help the customer we contacted many stores and passed this information along to herFinally, the customer could not find a drain stopperoverflow plateI then explained that I would purchase one for her at no additional cost and return to her home and install at no additional feeWithin one week I purchased and installed the new stopper and overflow plateThe customer made it clear to me that we were only responsible for fixing the overflow problemOne week after the overflow installation, the customer again emailed me and explained that it was not working properlyI then emailed her and explained that there are minor adjustments that can be made however, I would not return to adjust the stopper for free and that it worked perfectly when I left her home

July 27, 2014Revdex.com Representative:We have reviewed the recent complaint filed and although extremely disappointed to have received this formal complaint we do believe our company and its representatives did everything in their power to both satisfy the customer and...

resolve all issues brought to our attention. On April 17th McDonnells Tub Teks was hired to refinish a bathtub and the surrounding tile walls. Our technicians arrived on time and completed the job to the customers satisfaction. The price for refinishing the bathtub and tile was competitive and the proposal included a three year warranty on all refinishing work completed. McDonnells Tub Teks was hired by the customer to refinish the tub and tile only and all additional work in the bathroom including flooring, painting and plumbing was not included in the original job proposal.Before starting the project I was asked to remove all plumbing fixtures before refinishing the surrounding tiles. It was explained to me by the customer that she was purchasing new ones. On the day of the project, we noticed that the existing handles and faucet were corroded and would not be easily removed therefore, before removing the handles and faucet we contacted the customer at approx. 11:00 a.. and explained that the existing handles were corroded and may get scratched or damaged if we removed them. We also explained that we would prefer to leave the old handles and faucet rather than destroy them. At this point the customer explained that she did not care if the handles were destroyed because she was purchasing new ones and she wanted them removed. I and one of our technicians then removed the handles and disposed of them. In addition, we removed and disposed of the customers drain overflow plate which was rusted and also damaged beyond further use.In the days following the project the customer contacted me and explained that she had trouble finding the correct parts and sent several emails and text messages in which I responded to immediately. She explained that she was unfamiliar with plumbing and even gave me her brothers phone number who I also contacted to help resolve the problem. In addition, explained to her that I was not a certified/ licensed plumber and could only give her my advice on what parts to purchase. These parts are available at all plumbing supply stores, [redacted] and [redacted] and to better help the customer we contacted many stores and passed this information along to her. Finally, the customer could not find a drain stopperoverflow plate. I then explained that I would purchase one for her at no additional cost and return to her home and install at no additional fee. Within one week I purchased and installed the new stopper and overflow plate. The customer made it clear to me that we were only responsible for fixing the overflow problem. One week after the overflow installation, the customer again emailed me and explained that it was not working properly. I then emailed her and explained that there are minor adjustments that can be made however, I would not return to adjust the stopper for free and that it worked perfectly when I left her home.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The reasons for my original complaint have not been satisfied. 
Regards,
[redacted]

Review: [redacted], of McDonnells Tub Teks Bathtub Refinishing, refinished my bathtub and tiles on 4/17/2014. On 4/20/2014, I discovered that the bathtub fixtures- handles, flanges, overflow drain cover and lever, and spout- were missing. [redacted] was contacted soon after and he reported that all the fixtures were broken and he was not responsible. However, there was no evidence of this fact. All the fixtures were working prior to the job. In addition, no fixtures were available for inspection to confirm the claim that all were broken. We compromised and agreed he would replace the overflow drain cover and lever. He replaced the fixture on 5/10/2014. However, the lever did not completely stop the flow of water and on 5/21/2014 the lever stuck in the up position, restricting the flow of water down the drain. [redacted] was contacted via email on 5/21/2014 and has refused any more responsibility for the problem.Desired Settlement: I would like to be refunded the cost of all the fixtures- handles, flanges, overflow drain cover and lever and spout.

Business

Response:

July 27, 2014Revdex.com Representative:We have reviewed the recent complaint filed and although extremely disappointed to have received this formal complaint we do believe our company and its representatives did everything in their power to both satisfy the customer and resolve all issues brought to our attention. On April 17th McDonnells Tub Teks was hired to refinish a bathtub and the surrounding tile walls. Our technicians arrived on time and completed the job to the customers satisfaction. The price for refinishing the bathtub and tile was competitive and the proposal included a three year warranty on all refinishing work completed. McDonnells Tub Teks was hired by the customer to refinish the tub and tile only and all additional work in the bathroom including flooring, painting and plumbing was not included in the original job proposal.Before starting the project I was asked to remove all plumbing fixtures before refinishing the surrounding tiles. It was explained to me by the customer that she was purchasing new ones. On the day of the project, we noticed that the existing handles and faucet were corroded and would not be easily removed therefore, before removing the handles and faucet we contacted the customer at approx. 11:00 a.. and explained that the existing handles were corroded and may get scratched or damaged if we removed them. We also explained that we would prefer to leave the old handles and faucet rather than destroy them. At this point the customer explained that she did not care if the handles were destroyed because she was purchasing new ones and she wanted them removed. I and one of our technicians then removed the handles and disposed of them. In addition, we removed and disposed of the customers drain overflow plate which was rusted and also damaged beyond further use.In the days following the project the customer contacted me and explained that she had trouble finding the correct parts and sent several emails and text messages in which I responded to immediately. She explained that she was unfamiliar with plumbing and even gave me her brothers phone number who I also contacted to help resolve the problem. In addition, explained to her that I was not a certified/ licensed plumber and could only give her my advice on what parts to purchase. These parts are available at all plumbing supply stores, [redacted] and [redacted] and to better help the customer we contacted many stores and passed this information along to her. Finally, the customer could not find a drain stopperoverflow plate. I then explained that I would purchase one for her at no additional cost and return to her home and install at no additional fee. Within one week I purchased and installed the new stopper and overflow plate. The customer made it clear to me that we were only responsible for fixing the overflow problem. One week after the overflow installation, the customer again emailed me and explained that it was not working properly. I then emailed her and explained that there are minor adjustments that can be made however, I would not return to adjust the stopper for free and that it worked perfectly when I left her home.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The reasons for my original complaint have not been satisfied.

Regards,