CarWal Garage Doors Inc.

[redacted] [redacted]Dear [redacted], Thank you for sending the history of the case. In response to the Store Owner’s rebuttal, that’s some typo!  Her statement was ”I can confirm and the homeowner is aware that before the tile was set the line had been adjusted 18” away from the wall”. Now the Store Owner states she met 8” from a heat source??? By the way that is not the sole register in the bath. It seems to me the complaint in large part, boils down to whether the [redacted] Warranty is in place on the work Eheart’s did in my home. As I have documented, I have  numerous communications from the manufacture that Eheart’s work voided the warranty. If Eheart’s is now so sure there is not a problem, they can clear this up with the manufacture and have the manufacture provide me a written statement. It’s getting “old” with the Store Owner dancing around her responsibility. If this doesn’t happen, I am going to manufacture and document their decision. I and my home have been damaged the Eheart’s actions; this problem is not going away. Thx, [redacted] [redacted]

Eheart Interior Solutions is proud of our successful years in business since 1979.  We strive to exceed customer expectations in every circumstance. Despite the obstacles this customer placed on our ability to perform our services, we endeavored to impress this customer.  The customer made...

it clear she wanted her home to be respected.  We made this a priority in everything we did and as we do in every customer’s home. Any adjustments or concerns that needed to be addressed throughout the remodel process were attended to by our project manager, designer, installation crews, and manufacturer representatives.  Setting materials were placed on a tarp outside.  After the job was complete, we had the patio professionally power washed to ensure everything was clean.  We only accessed the home through areas under construction. We have discussed the warranty issues with this customer and have already coordinated a resolution with the floor heating manufacturer.  The customer rejects any of our or the floor heating manufacturer’s proposed resolutions. Time delays were highly driven by the customer’s special requests outside of the planned scope and the customer acting as her own general contractor.  The timing of our services were dependent on when she allowed us to work.  We did not work at her home when she did not specifically authorize us to work in her home.  We met that challenge during the job by creating and executing a fully functioning and beautiful bathroom. We hoped our extra efforts would please her.  While this customer insulted our workforce as inexperienced, sloppy, and unprofessional, at the same time, September 2016, with the same workforce, we won the [redacted] Award for Remodeling Excellence. Unfortunately, this customer desires to continue her challenging behavior.  We have discussed her complaints with her, and as she demanded only at her office. We have offered concessions, corrections, and refunds above and beyond any legal obligation or normal customer service practice only in an effort to satisfy her.  She instead demands over six times the amount of some remotely possible damages that are not present and only might happen sometime in the future.  If this customer has an actual problem with actual damages, we will address it, as we have done every step of the way.   Sincerely,Missy Eheart

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[redacted] Dear [redacted], In the attachments above, I have restated my complaint, provided  a few documents from  my supporting file and the resolution I find acceptable. I have attempted to be succinct for clarity. I appreciated the opportunity to try to resolve this problem through the Revdex.com. Best wishes, [redacted] 8 AttachmentsComplaint submitted 2/22/2017ID [redacted]1.) Floor joist:  Before the Tile Person arrived at my job site, my Professional Plumber and I spoke with the 1st Tile Person on the phone.  The plumber explained to the Tile Person that he cut the shower drain free so the Tile Person could move it a couple of inches so he could avoid the floor joist.  The Tile Person said he understood.  Shortly after the tile person started, I looked and the Tile Person had cut into the floor joist. Both the Tile Person and Eheart’s Supervisor insisted it was not a problem.  I knew cutting a structural member could result in the floor sagging in the future.  I had my Structural Engineer design a repair of the floor joist.  See Attachment A2.) The [redacted] shower pan is to be water tight:  The instructions call for filling the pan with water and letting it sit for a period of time.  The Tile Person said “He knew it was water tight by looking at it.”  I contacted Eheart’s Supervisor and requested this be done in accordance with the manufacture’s instruction.  Both my Professional Plumber and I inspected the crawl space for signs of leaks once the shower pan was filled with water and sat overnight. 3.) I found the Tile Person running the [redacted]-Heat wiring under where the cabinets were to sit:  The instructions clearly say the heating cables are not to be placed under cabinets. I involved Eheart’s Supervisor and the Design person to get this corrected. Please see Attachment B (Instructions) and Attachment C4.) The water closet:  The [redacted]-Heat instruction say the heat is not to be run in small rooms, must be 6” from the wax toilet ring and 8” from heat registers. In the end I had my plumber use a neoprene toilet ring to avoid the probability of a wax toilet ring melting.  Please see attachment D.  The Design Person said they run the heat in water closets all the time. She had a gentleman from Eheart’s call me.  He said [redacted] over designs their products and at their home office, [redacted] installed the heating system outside (which voids the warranty) to demonstrated how overdesigned their products are.  He told me not to worry.    The Tile Person also was resistant to testing the Ohm’s conductivity in the two wire once installed.  The Tile Person said he knew his work was correctly and didn’t need to test. The instructions clearly call for testing the two wires when installed and after the tile is laid. I made the request through the Supervisor to get compliance. Before this job started, I talked to the Chief Building Official for Larmier County. He indicated the floor heat was the only event which required a permit for the entire project. A general contractor’s license is not required for a remodel that does not involve moving major components like plumbing, heating and electrical. The permit was pulled by my Professional Electricians. They ran the power to the two wires and connected the thermostat.  I also had them back check the Ohm’s readings because after all the issues with the Tile Person I was greatly concerned with his belief he did not need to comply with any instruction.  This work was inspected by the State Electrical Inspector, signed off and closed with Dora.                                                                                                   5.) Other Tile Installation problems:  The Tile Person installed the shower decorative design without the pencil row and it had to be redone. See attachment E. The Tile Person installed the counter backsplash with the wrong grout color and left it very messy.  It had to be torn out over my   Cambria quartz countertop and the sheetrock repair I had a paid for had to be redone. See Attachment F. The Design Person also indicated the installer should have returned the spool of heating wire to the store and brought out smaller spool since the the [redacted]–Heat has strict instructions the all the wire per spool be used continuously and NOT cut. One has to ask why someone at Eheart’s doesn’t read the work order and get the correct materials to the job site? The Tile Person came one work day at 10:30 when he was scheduled at 8:30 and on Thursday of the first week he came at 2 PM. He promised to make up the time on the weekend and then never showed. This was a continuing problem during his entire time on the job. After Eheart’s terminated the employment of the 1st Supervisor, both the Design Person and the replacement for the 1st Supervisor attempted to get the Tile Person to comply with the promises he made to come to work when he promised.  They were unable to produce this work ethic and eventually the Tile Person was replaced with a Competent Tile Installer.6.) In November Eheart’s replaced the first Tile Installer with a Capable Installer. The New Tile Installer wanted no part in tearing into the tile and disturbing the [redacted] water tight system.  I am left with a messy, out of square drain installation.  The New Installer could only do so much with what the First installer left (ie. irregular cut rectangular hole cut too large to receive a square drain cover and the lines of the drain do not line up with the brick floor tile.) He had to use large silicon joints to cover poor cuts left by the first installer. See Attachment G.7.) I did make a phone call to [redacted]’s Warranty Department and was told Eheart’s work did void the [redacted] Warranty.  I also spoke with the [redacted] Rep and he stated Eheart’s actions clearly void the warranty on the in floor heat.8.) The Owner of the store proposed a solution in December that Eheart’s rip out the entire floor and shower pan and reinstall the whole system.  After the experience I had with Eheart’s it made me sick thinking about them entering my home and what damage they could do to my all the materials in the remodel for which I had worked hard to pay. I explained the tile she was wanted to tear out ran under the brand new cabinet. She said that wasn’t true, however, she has never been in my home.  See attachment J. (the white square piece of scribe covers the butt end of the cabinets, the cabinets sits 1 ½” over the floor tile in which heat is run. The floor tile is installed and grouted all the way under the cabinets to the wall.  It is not logical that one could remove that tile in any clean fashion without damaging the new cabinets. Another huge concern is her desire to disturb the water tight shower pan.  Since the Capable, 2nd Installer wanted no part of doing that, this gives me great concern that she thinks this is a great solution. She also indicated she wasn’t even sure the grout would match.9.) In December the Store Owner gave me three alternative:a.) A 10 year store warranty- This is only meaningful if they are in business in 10 years.b.) A refund of a small amount of money ($4,894.63) for floor heating components and that I would go away and make no further claims about anything.c.) Rip out the entire floor and shower pan and install again- As I have detailed Eheart’s performance has been poor in my home.  If they ever come back in my home I want financial assurance that I have recourse to repair inferior work, replace damaged materials and restore my bath to the finish level I have.10.) I wrote the [redacted] Warranty Department in December to inquire if Eheart’s work voided other parts of the warranty such as [redacted]r’s water tight system and the [redacted] waterproof membrane. The Administrative Coordinator indicated, in the event of a failure in the rest of the system, [redacted] would investigate if the system was installed in accordance to the written instructions and also investigate if the damage did not come from improperly spaced heating cables.  This would be assessed from disassembling the system.Resolution:  At this point the master bath has been in use for 5 months.  I see no signs of the shower leaking and have used the in floor heat almost daily.  I would be a fool to agree to any of the Store Owner’s 3 solutions.  None of them address the potential situation adequately.The only reasonable solution is that Eheart’s indemnify me against loss due to their negligence.I paid for the [redacted] products to be installed correctly and to manufacture’s specifications. Eheart’s holds themselves out to the public as being competent installer of  [redacted] products. Eheart’s voided the warranty, therefore, they need to replace the guarantee without having to go to court to get what is mine. The simply solution is they work with their bank to post an escrow or bond.  In the event of failure due to their installation, there needs to be clear, written instructions as what constitutes a failure and when the bond/escrow is released to the homeowner.This solution does not involve Eheart’s paying me money unless their actions lead to failure of their work. It does, however, protect me against suffering loss due to Eheart’s negligent acts. My final Accounting for the bath remodel is $36,008.43.  The financial commitment should be one and a half times this amount.