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Changing Surface, Inc.

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Changing Surface, Inc. Reviews (2)

Complaint: [redacted]
I am rejecting this response because:Obviously, I (we) don't agree with the all of the statements made by Changing
Surfaces.  Apparently, ** doesn't know
what her technician instructed us to do, or what he's saying.  So, if by following the instructions of her
representative/technician, and something was done incorrectly, we shouldn't be
held liable.  That's an issue that she
needs to address with her representative/technician.  We simply followed the instructions given.
Instructions -
The technician instructed my wife to leave the AC on, leave the house,
and open windows that are not directly in the bathrooms.  So, we opened the kitchen windows and the
bathroom doors were closed.
Workmanship -
When inspecting the work, I never had a magnifying glass; she's
speaking from emotion, and hearsay because she was never in my presence.  In any event, some parts of the work was
shiny, where other parts were dull, some spots weren't smooth, and unevenly
sprayed.  The technician stated that, "These
marble countertops are porous and it'll take a few times to get it even."  On November 3rd, when the technician returned
to remove the paper we noted some issues but the technician said, "It'll
be fine.  It just needs more time to
dry."  So, we took him at his word
and waited.  When the appearance didn't
improve, my wife reached out to their office and never received a
response.  He did a spotty **b and we
didn't mention the over spray that got on our cabinets.
Miscellaneous Comments -
When Changing Surface was first contacted, ** didn't even want to do an
initial assessment.  She said, "Just
send some pictures."  When ** did
come to our home, and speak with my wife, she didn't see any workers because there
were no workers at our home.  The fact
that we had boxes in our dining room, or may move, is irrelevant. 
What does that have to do with the work that was done to our sinks?  Nothing...
At no time during any conversation did she, or her
representative/technician mention "caulking."  I just spent $875; you can't honestly believe
that I wouldn't have spent a few extra dollars to ensure the sinks were
properly sealed.  That doesn’t even pass
the “Common Sense Test.”  Seriously?  At no time, did my wife, or I, state that we
would caulk the sinks.  That's not
true.  As a matter of fact, the
technician assured us that, because of the way he "tapes" the drains
that, when he pulled the tape off, it'll look nice.  Well, that's not the case.  The paint is peeling.
Changing Surface took this **b without conducting an assessment of the counters,
in person, and letting us know the pros and cons.  My wife sent pictures and was given the
quoted the price; my wife asked over and over, "Do you need to see the
sinks in person?", and **'s response was, "Oh no.  Those are standard manufactured cultured
marble sinks."  When the technician
came, he said, "Oh, the scratches are not that bad, you don't need
repairs.  I'll just buff and sand
them.  There will not be a repair
charge."  Now, once he looked at the
sinks, if he felt they would not come out because of the surface type, he
should have told us that this wouldn't be a perfect product/**b.  Also, ** stated that, since we wouldn't be
able to use our sinks, it was better to schedule the **b on a Friday because of
the 24 hour drying time.  However, the
technician said he couldn't come out on Saturday to pull the paper and this was
never told to us up front.  We were
inconvenienced for over two weeks without use of our sinks.
The bottom line is this, "It's evident that Changing Surface (**)
is unaware of what we were told by her representative/technician, because she
was not there, and that's not our problem. 
**, never mentioned caulking.  We,
as the client, has brought up valid concerns and she refuses to address
them.  We aren't being difficult but we
paid for a service.  We were told, ‘we
warrant our work’, so honor your warranty. 
The fact that the paint is peeling, is not our problem.  If there was something that could've been
done differently, or in addition to, well Changing Surface should have communicated
that to us; and they didn't.  In any
event, as a consumer, we've got every right to reach out to the business and
have our concerns and issues addressed. 
What does it say when a business of 30 years, won't even return your
calls or meet with you to rectify the issues? 
That speaks volumes."
Regards,
[redacted]

Dear Ms. [redacted] In keeping with our phone conversation, I am responding to the complaint that you sent to my office. First and foremost, I am quite disturbed by the tone and information I have read in the complaint written by [redacted].  As I stated in our conversation, my 85 year old...

mother and I were in a severe car accident on November 30, 2015, about 2 PM on Broadway and Sunset in San Antonio.  We were stopped at a light and were hit by a large truck owned by the railroad that is typically used to move trains etc.  They were also pulling a trailer which increased the impact.  This auto accident was with such force that it has cause both myself and my mother to suffer head injuries, concussions, a cracked spinal column  in addition to many other bodily injuries.  We were in a sports car and were hit by a commercial truck with a no less than 350 engine in it.  Additionally, injuries resulting from this accident intensified thereby causing hospitalization immediately following the accident and again several days later.  I could go on about the continuous headaches and other issues but I think you get the picture.   Second, I never met or spoke with [redacted]. The information he is providing is inaccurate. I spoke with [redacted] and this is what transpired. I agreed to refinish 3 counter tops that are as follows:  2 counter tops included 1 sink each and the 3rd counter top has 2 sinks. The original price I quoted was $450.00 for the double basin counter and 2 sinks plus $125.00 for repairs, one of the single basin counter and sink were quoted at $325.00 plus $25-$50 for repairs and the 3rd single basin counters plus the sink was bid at $250.00 plus $25-$50.00 in repairs.  The **b was scheduled for October 23rd, 2015. On October 23, 2015 we did the **b and we gave the [redacted] a discount of $150.00 and billed them $875.   On October 26 and 27th, 2015, the technician returned to pull the paper only to find that the [redacted] had turned on the ac/heater during the drying time which caused dust and debris from the vents to drop on and into the wet counter and basin. While Mr. [redacted] was trying to show the technician the "minor issues", Mr. [redacted] had a magnifying glass and had his face inside the basin and a couple of inches from the counter.  The technician explained the dust and ac/heater issues.  The technician also pointed out the imperfections from the original counter since these counters were all "molded culture marble" which are NEVER perfect!!   The technician touched up the work on 10-26-15 and 10-27-15, per the request of the [redacted], then pulled the paper once the [redacted] was "satisfied". Again on or about October 29, 2015, [redacted] called demanding we return on Saturday, October 31st, which we did to accommodates the [redacted].  My technician and I discussed these issues with Mrs. [redacted] and again we complied with "their" request to resurfaced "all" of the counters/basins completely. As a courtesy, I went to meet Mrs. [redacted] on October 31st, 2015 at their home .  Again after confirming the technicians observation, I agreed to redo the **b (since they were selling their house) and I explained to Mrs. [redacted] what had happened and they needed to not turn on the ac or heat or open doors and windows.  I also explained that their home was not a "dust free environment",  therefore there might be dust that will settle on the counters again.  I noted that the [redacted] were partially moved out, ladders and other work being done by other workers, which could also be causing issues. I explained that they would need to caulk around each drains once the counters dried or we could do it at an extra fee. I explained to Mrs. [redacted] that failing to caulk around the drain would lead to other issues, like peeling.   The [redacted] did not want to pay any more, therefore, we returned to pull the paper only.  They were going to caulk the sinks around the drains. We returned November 3rd to pull the paper. Mrs. [redacted] did not voice any further complaints when the technician returned to pull the paper on November 3rd.  We have no record of ever going to the [redacted] home again. I was out of the office during the holidays and did not return to the office due to the car accident on November 30th, 2015. Changing Surface has been in business for over 30 years and has never had any issues of this type.  We have made every effort and have responded to their every request to "redo" and "touch up" these counters and basins.   We make Mrs. [redacted] happy then Mr. [redacted] complains and vise versa.  We can not nor will not continue going to their home and wasting time and products.   The [redacted] are just "chronic" complainers and their complaints have "NO MERIT".   They will "NEVER" be satisfied.   We gave them a discount up front but will not discount or refund this **b.  We have already lost money dealing with the [redacted]. As you can see, Changing Surface has gone above and beyond to satisfy these people. Thank you.

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