BuiltSmart Construction and Renovations, LLC.

To Whom it May Concern,I am writing to respond to the claim submitted by [redacted] and [redacted].  The [redacted]' are not being completely honest in their complaint.  First of all they were not very happy that people completing the work weren't able to speak perfect english.  I...

think this tells a lot right from the start.  From every angle of the project I was there to watch the work being completed and make sure it was done.  They signed off on the work and made a final payment.  They are very condescending people in the way in which they treated me and my crew always making sure that everyone knew that they knew better than us and quiet frankly were better than us.  They were very happy with the work when we left.  After nearly 8 months they contacted me with some issues.  Upon hearing of their sudden concerns over work, I rush right over within days of hearing of the problem to see what had happened.  When I got there I found a towel bar that had been installed with the manufacturers fastening system completely ripped out of the wall.  This can only happen with extreme abuse and really pulling hard on the towel bar or hanging from it.  This is their kids bathroom so I cannot know what type of care was taken.  They also pointed out that the toilet that they insisted that we reuse had issues.  There was no evidence of issues when I was there for nearly 20 mins.  We normally don't reinstall toilets because we often get blamed for things that were broken before we touched the item.  She then showed me the grout in the shower.  My tile installer had grouted all of the tile including the corners per the manufacturers specifications.  Their house is very old and is most likely settling on a regular basis.  This settling can cause wall tile to move slightly causing joints to crack over time.  A easy solution is to use a silicon caulk in these areas.  This could easily be done for short money.  Their condescending attitude and need to have the repairs done immediately was the reason I asked them to get someone they were comfortable with to repair the issues because they didn't want my guy to come back and they also couldn't wait anytime for a repair.  Like any contractor we have times that are very busy and times that aren't.  This happens to be a time for me that is very busy and if they don't want the same guy coming back it requires me to do a lot of moving around of my guys.  No matter what we did I could tell we were going to have problems.  They agreed to get quotes and provide them for me.  The reason I needed written quotes is that often people try to get additional work paid for of changes or other things done on my dime because they claim there was an issue.  I asked them for written quotes and they agreed to provide them.  Once they "received quotes" they they texted me the numbers but refused to provide me written quotes or the scope of work the repair person gave them.  This leads me to believe that they were not getting quotes that matched the scope of work that they are complaining about or they just are looking for a discount or rebate for the work.  I am an upstanding contractor and person and would be happy to work with them but they refuse to mediate the problem they want it done their way or no way.  I will not stand for this type of behavior.  They have discriminated against me for being "young" even though I am 32 and they are the ones who are acting immature and not in a way that is suitable for a negotiated repair of their issue.  If they want to actually resolve this they can contact me and we will resolve.  The last correspondence they sent me was to either pay them or never text again.  I am sorry that they have this issue but I will not be taken advantage of by two baby boomers who think they are better than everyone.  Please let me know how I can help in resolving this.  Regards,  -- [redacted]BuiltSmart Construction + Renovations, LLC** [redacted]
** [redacted]www.BuiltSmartCR.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
This contractor is defensive on every level. We don't know how to gut renovate a bathroom so rely on experts to do a job correctly. Our "kids" who use the bathroom are 23 and 17 so not sure what abuse he could be referring to. He admitted to us that the towel bar wasn't installed correctly when he was at the house. It's tough when people aren't happy with a contractor's work and understandable that they become defensive but he's making false accusations about our behavior. All we wanted was for him to send someone who knew what they were doing to redo the grout in our shower and re-install the towel rack correctly. There was nothing about re-installing the toilet. We did talk about using proper sealant at toilet base. We were fine with the fact that the worker who did most of the work spoke Spanish but we were frustrated that we couldn't communicate with him when we had questions. We used broken Spanish to communicate but it wasn't good enough to talk about the job. We both work in service industries and agreed we would never treat one of our clients/customers as this contractor has treated us.
Regards,
[redacted] And [redacted]