It is unfortunate that the complainant has felt he had no alternative but to have gone this route, as we clearly believe that the project was completed as hired, and have worked hard to make sure this was, during the project, convenient and co-operative with the customerThe customer has contacted us originally to come in and repair a bad "mud and tape" job of his basement, that he attempted himself after admittedly watching [redacted] videos on how to drywall, mud, and sandHe had oversanded almost everything in his basement, and in some areas appeared to have used a mechanical sander such as a belt sanderWe arrived to do this project, and immediately noted that the entire basement had to be re-muddedNot just "spots", but the entire basement (excluding stairwell)The customer had sanded down to the tape, in some areas did not even mud the tape, and in other areas sanded through the tapeWe re-taped many areas in the main room, as well as in the washroom, and in fact replaced two corners for the customerThis was not in the scope of our agreed upon project, but it had to be done, and yes, the customer was made awareOn top of this, the customer glued the corners and the tape onto the wall himself, instead of doing it the right way, which would have been to mud the tape inWe were not hired to replace all of the tape and corners, we were hired to repair his over-sandingThe customer was also informed that, because of his use of glue in the corners and on tape, and we were not hired to retape the basement, we would complete the job as best possible under the conditions, and ensure that the project was finished and able to be painted, which it wasWe had done additional work over and above the agreed upon work at no additional charge to ensure this was completed as we said it would beEvery evening, after we had left, the customer was in the basement area, inspecting the work doneTwice, the customer stated satisfaction with the work as it was being completed, raising only two concerns about his bedroom which was addressed immediately and gained his approvalHe also willingly paid for this project without hesitation or questionTwo days after the completion, the customer contacted our company, suddenly stating he wasn't satisfied with the work so he had applied more mud, changed out tape and corners, and sanded himselfHe did not contact us to raise issue and discuss this issue with us, but rather contacted us in an aggressive tone and said he had redone many areasHe claimed to have a "list" of areas that were not completed, although he never once raised these issues with us during this daily checks of our work, and instead of asking us to come by and see his concerns, he stated he did MORE work on his basement, and now wanted us to address itWe asked for pictures of his work TWICE before he supplied anything to us, claiming that we left large areas unsanded and uncompletedWhen we disputed these areas, on the common sense ground that these were large areas that could not have been missed, that were highly visible and would have been noted during his daily inspections, with large areas of walls being photographed by the customer to "show" work areas that were "incomplete"We questioned the pictures, noting that these would have been noticed LONG before we completed, and were not mentioned once as a concern until two days after we completed, and also pointing to his own words that he admitted to adding new mud and doing new sanding on his ownThe customer then became demanding, with his responses becoming ignorantWe feel, based on the customer's own words during the project in which he expressed satisfaction, and the fact he paid for the project without condition, question, or hesitation when the time came to pay, that we have completed this project as required and as hiredWe believe that the customer has created new conditions for this project, over and above what was agreed upon, as stated in his own words, and now wishes to have our company come back and correct these new conditions at no additional costWhile we can appreciate the frustration that may have been caused on this project, we believe that this complaint is and based on new conditions created by the customer after the factUnfortunately, as we have every reason to believe that the project was completed as we were hired, we do not feel it right or fair that the customer expects us to correct his newly created condition at no additional charge
It is unfortunate that the complainant has felt he had no alternative but to have gone this route, as we clearly believe that the project was completed as hired, and have worked hard to make sure this was, during the project, convenient and co-operative with the customerThe customer has contacted us originally to come in and repair a bad "mud and tape" job of his basement, that he attempted himself after admittedly watching [redacted] videos on how to drywall, mud, and sandHe had oversanded almost everything in his basement, and in some areas appeared to have used a mechanical sander such as a belt sanderWe arrived to do this project, and immediately noted that the entire basement had to be re-muddedNot just "spots", but the entire basement (excluding stairwell)The customer had sanded down to the tape, in some areas did not even mud the tape, and in other areas sanded through the tapeWe re-taped many areas in the main room, as well as in the washroom, and in fact replaced two corners for the customerThis was not in the scope of our agreed upon project, but it had to be done, and yes, the customer was made awareOn top of this, the customer glued the corners and the tape onto the wall himself, instead of doing it the right way, which would have been to mud the tape inWe were not hired to replace all of the tape and corners, we were hired to repair his over-sandingThe customer was also informed that, because of his use of glue in the corners and on tape, and we were not hired to retape the basement, we would complete the job as best possible under the conditions, and ensure that the project was finished and able to be painted, which it wasWe had done additional work over and above the agreed upon work at no additional charge to ensure this was completed as we said it would beEvery evening, after we had left, the customer was in the basement area, inspecting the work doneTwice, the customer stated satisfaction with the work as it was being completed, raising only two concerns about his bedroom which was addressed immediately and gained his approvalHe also willingly paid for this project without hesitation or questionTwo days after the completion, the customer contacted our company, suddenly stating he wasn't satisfied with the work so he had applied more mud, changed out tape and corners, and sanded himselfHe did not contact us to raise issue and discuss this issue with us, but rather contacted us in an aggressive tone and said he had redone many areasHe claimed to have a "list" of areas that were not completed, although he never once raised these issues with us during this daily checks of our work, and instead of asking us to come by and see his concerns, he stated he did MORE work on his basement, and now wanted us to address itWe asked for pictures of his work TWICE before he supplied anything to us, claiming that we left large areas unsanded and uncompletedWhen we disputed these areas, on the common sense ground that these were large areas that could not have been missed, that were highly visible and would have been noted during his daily inspections, with large areas of walls being photographed by the customer to "show" work areas that were "incomplete"We questioned the pictures, noting that these would have been noticed LONG before we completed, and were not mentioned once as a concern until two days after we completed, and also pointing to his own words that he admitted to adding new mud and doing new sanding on his ownThe customer then became demanding, with his responses becoming ignorantWe feel, based on the customer's own words during the project in which he expressed satisfaction, and the fact he paid for the project without condition, question, or hesitation when the time came to pay, that we have completed this project as required and as hiredWe believe that the customer has created new conditions for this project, over and above what was agreed upon, as stated in his own words, and now wishes to have our company come back and correct these new conditions at no additional costWhile we can appreciate the frustration that may have been caused on this project, we believe that this complaint is and based on new conditions created by the customer after the factUnfortunately, as we have every reason to believe that the project was completed as we were hired, we do not feel it right or fair that the customer expects us to correct his newly created condition at no additional charge