[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
After learning that the customers still had further concerns and issues with their project I decided to hold a personal meeting with them so we could come to a conclusion After meeting with Ms [redacted] and Mr [redacted] both parties came to an agreement that was mutually satisfactoryBoth customers are now satisfied with the conclusion that was reached and the Poulin design center stands ready to service any warranty requests if needed.Regards, [redacted] Owner/CEO
We apologize but there seems to have been a misunderstanding in the specifications of removing the drywall down to the studsIt is to our understanding that the customer thought that we would completely remove the drywall down to the studs throughout the whole bathroomThis however is an
unnecessary cost and is never included in a bath remodel when the scope of work is only to replace the wet area of the bathroom (bathtub & surround)This is exactly what was done in the customers bathroom, we removed all drywall from the wet area and took it down to the studsWe then checked for any issues such as water damage, mold etcand then replaced the area with the new wall surrounds and tubIn an effort to ensure the customer was satisfied with their project due to the misunderstanding, we completely repainted their entire bathroom at no costHowever, we want to ensure the customer that what was originally done was the standard procedure for any wall surround systems purchased through our companyIn response to the customer feeling the job was overpriced, at no time during any of our interactions with the customer, from the time we wrote the contract to the time we presented the final invoice for payment after the job was fully completed, did the customer ever express the fact that they were unsatisfied with the work, or the priceThe customer signed the agreement and paid for the job which represents her acceptance of the scope of work and the priceFor over years the Poulin Design center has striven to provide complete customer satisfactionIf Ms*** has any other questions or concerns, please have her call me direct at ***.Sincerely,*** ***Owner/CEO
We originally were going to replace the panels under warranty. The day we sent out our Re-Bath Certified installer to install the replacement panels, under his further inspection, it was determined that the original damage was not due to a manufacturer's defect, but instead due to a sharp object...
penetrating the surface multiple times. At this point, our installer took a piece of scrap wall surround and sliced the surface with a knife to demonstrate to the customer what it looks like when a sharp object penetrates the surface. After this determination it was concluded that corporate would not replace the panels under warranty because the damage was not due to a manufacturer’s defect. The Poulin Design Center strives to provide complete customer satisfaction and due to the confusion of originally being told the panels would be replaced under warranty, we have decided to still move forward under good faith and install the replacement panels. Our quality service manager will be in contact with the customer to schedule the installation of the replacement panels.
On Friday, May 29th our quality service manager met with Mr
[redacted] to discuss the issues at handThey came together on an agreement with a
few punch-list items that need to be completedWe have scheduled completion
with the customer and Mr[redacted] is very happy with the
conclusionIn the end,
after all of his concerns and issues have been addressed, Mr[redacted] said "You
know, I stand here and I look at this, and it's just beautiful"
The Poulin
Design Center is committed to providing complete customer satisfactionWe will
work together as a team with our customers to make sure that all of their
problems, concerns, or warranty requests are resolved
Tell us why here.. We apologize for any inconvenience this has caused Mr. [redacted]. Unfortunately, there was a malfunction in our system and our flooring project coordinator was not made aware of the warranty issue. Jessie, our flooring designer, (whom Mr. [redacted] called) was under the impression...
the issue was in the process of being resolved so she didn’t want to interfere. We are very appreciative that this malfunction has been brought to our attention, and can assure you that is has been fixed. Due to the inconvenience this caused Mr. [redacted] we will reimburse him the full amount of the plumbing bill. The Poulin Design Center has been providing complete customer satisfaction for over 32 years and stand ready to help Mr. [redacted] with any further warranty issues. .
After learning
that the customers still had further concerns and issues with their project I
decided to hold a personal meeting with them so we could come to a conclusion.
After meeting with Ms. [redacted] and Mr. [redacted] both parties came to an agreement that was mutually satisfactory. Both customers are now satisfied
with the conclusion that was reached and the Poulin design center stands ready
to service any warranty requests if needed.Regards,[redacted]Owner/CEO
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Poulin Design Remodling Inc.I agree to the terms for Re-ath to replace the panels and to contact me to schedule a date and time.
Regards,
[redacted]ID #[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We voiced our complaints about the job several times. Both my fiancé and I contacted Poulin Design and spoke to several different people before they sent out one of their head installers. We talked with him and told him the price was too high for what we actually received. When we asked to see an itemized list for the cost of work, he refused to show us but said "I promise this is a good price." I do not believe paying $6,000 for two days of labor in a 25 square foot bathroom is a good price by any means. They did paint our bathroom for free in one color. However, we provided the paint and believe it would have cost no more than $100 if we hired a painting service (which we used to paint other areas within the house) so I do not feel like we have fully been compensated. We signed the contract because we believed we would be getting what we were told and shown by the salesman. Now we are finding that we were lied to, then made out to seem like we were liars about the whole experience. We upheld our end of the contract by paying for the services. The company contacted us several times about payment, giving us many different numbers and payees for expenses and completion of the project. We felt that we were forced into upholding our side even though they did not complete what we were originally told.
Regards,
[redacted] 06/11/15 Verbal Update: The reason we took them as the contractor is because the salesman said that they do more then other companies and they take the room down to the studs, that is how the give a lifetime guarantee. And the power point showed all the walls taken down to the studs. The head installer came to talk to us when we were upset and he said it was the wet area and not all areas, we questioned this because it was not what we were told. Also we were told it would be a four day process to get all of this done, we thought we were paying for four days of labor and it only took two days.[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
After learning that the customers still had further concerns and issues with their project I decided to hold a personal meeting with them so we could come to a conclusion After meeting with Ms [redacted] and Mr [redacted] both parties came to an agreement that was mutually satisfactoryBoth customers are now satisfied with the conclusion that was reached and the Poulin design center stands ready to service any warranty requests if needed.Regards, [redacted] Owner/CEO
We apologize but there seems to have been a misunderstanding in the specifications of removing the drywall down to the studsIt is to our understanding that the customer thought that we would completely remove the drywall down to the studs throughout the whole bathroomThis however is an
unnecessary cost and is never included in a bath remodel when the scope of work is only to replace the wet area of the bathroom (bathtub & surround)This is exactly what was done in the customers bathroom, we removed all drywall from the wet area and took it down to the studsWe then checked for any issues such as water damage, mold etcand then replaced the area with the new wall surrounds and tubIn an effort to ensure the customer was satisfied with their project due to the misunderstanding, we completely repainted their entire bathroom at no costHowever, we want to ensure the customer that what was originally done was the standard procedure for any wall surround systems purchased through our companyIn response to the customer feeling the job was overpriced, at no time during any of our interactions with the customer, from the time we wrote the contract to the time we presented the final invoice for payment after the job was fully completed, did the customer ever express the fact that they were unsatisfied with the work, or the priceThe customer signed the agreement and paid for the job which represents her acceptance of the scope of work and the priceFor over years the Poulin Design center has striven to provide complete customer satisfactionIf Ms*** has any other questions or concerns, please have her call me direct at ***.Sincerely,*** ***Owner/CEO
We originally were going to replace the panels under warranty. The day we sent out our Re-Bath Certified installer to install the replacement panels, under his further inspection, it was determined that the original damage was not due to a manufacturer's defect, but instead due to a sharp object...
penetrating the surface multiple times. At this point, our installer took a piece of scrap wall surround and sliced the surface with a knife to demonstrate to the customer what it looks like when a sharp object penetrates the surface. After this determination it was concluded that corporate would not replace the panels under warranty because the damage was not due to a manufacturer’s defect. The Poulin Design Center strives to provide complete customer satisfaction and due to the confusion of originally being told the panels would be replaced under warranty, we have decided to still move forward under good faith and install the replacement panels. Our quality service manager will be in contact with the customer to schedule the installation of the replacement panels.
On Friday, May 29th our quality service manager met with Mr
[redacted] to discuss the issues at handThey came together on an agreement with a
few punch-list items that need to be completedWe have scheduled completion
with the customer and Mr[redacted] is very happy with the
conclusionIn the end,
after all of his concerns and issues have been addressed, Mr[redacted] said "You
know, I stand here and I look at this, and it's just beautiful"
The Poulin
Design Center is committed to providing complete customer satisfactionWe will
work together as a team with our customers to make sure that all of their
problems, concerns, or warranty requests are resolved
Tell us why here.. We apologize for any inconvenience this has caused Mr. [redacted]. Unfortunately, there was a malfunction in our system and our flooring project coordinator was not made aware of the warranty issue. Jessie, our flooring designer, (whom Mr. [redacted] called) was under the impression...
the issue was in the process of being resolved so she didn’t want to interfere. We are very appreciative that this malfunction has been brought to our attention, and can assure you that is has been fixed. Due to the inconvenience this caused Mr. [redacted] we will reimburse him the full amount of the plumbing bill. The Poulin Design Center has been providing complete customer satisfaction for over 32 years and stand ready to help Mr. [redacted] with any further warranty issues. .
After learning
that the customers still had further concerns and issues with their project I
decided to hold a personal meeting with them so we could come to a conclusion.
After meeting with Ms. [redacted] and Mr. [redacted] both parties came to an agreement that was mutually satisfactory. Both customers are now satisfied
with the conclusion that was reached and the Poulin design center stands ready
to service any warranty requests if needed.Regards,[redacted]Owner/CEO
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Poulin Design Remodling Inc.I agree to the terms for Re-ath to replace the panels and to contact me to schedule a date and time.
Regards,
[redacted]ID #[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We voiced our complaints about the job several times. Both my fiancé and I contacted Poulin Design and spoke to several different people before they sent out one of their head installers. We talked with him and told him the price was too high for what we actually received. When we asked to see an itemized list for the cost of work, he refused to show us but said "I promise this is a good price." I do not believe paying $6,000 for two days of labor in a 25 square foot bathroom is a good price by any means. They did paint our bathroom for free in one color. However, we provided the paint and believe it would have cost no more than $100 if we hired a painting service (which we used to paint other areas within the house) so I do not feel like we have fully been compensated. We signed the contract because we believed we would be getting what we were told and shown by the salesman. Now we are finding that we were lied to, then made out to seem like we were liars about the whole experience. We upheld our end of the contract by paying for the services. The company contacted us several times about payment, giving us many different numbers and payees for expenses and completion of the project. We felt that we were forced into upholding our side even though they did not complete what we were originally told.
Regards,
[redacted] 06/11/15 Verbal Update: The reason we took them as the contractor is because the salesman said that they do more then other companies and they take the room down to the studs, that is how the give a lifetime guarantee. And the power point showed all the walls taken down to the studs. The head installer came to talk to us when we were upset and he said it was the wet area and not all areas, we questioned this because it was not what we were told. Also we were told it would be a four day process to get all of this done, we thought we were paying for four days of labor and it only took two days.[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]