Crystal Clear Drains & Plumbing

I am rejecting this response because: I reject the response made by the business because:The project history stated by the contractor is off some factsHowever, since it bears none/little effect on my complaint, I want to focus on the point of damage, for now, by saving the effort of clarifying some statement of project history made by the contractor (I'll do if it deems necessary/helpful resolving the issue)First, I still disagree that the contractor stated the crack line is scratchSecond, I don't remember “he (as of me) and I (as of the contractor) inspected on 2-28-and didn't see scratch...” especially the damage area is at side corner and behind the bathroom entrance doorWe were just focusing on checking if the shower door sealed and worked properly after the contractor finished the workThe contractor stated he feels that he is not responsible for damages after installation..., but gave no evidence of whether the damage was made before, during, or after installationAfter re-studying Manufacturer's Installation Instructions (the one the contractor used during the work) and closely re-inspecting the damage area, I am confident to show how the damage (crack) happened or how/when the crack was made: at step-of installation the contractor failed to follow manufacturer's installation instruction to insert a Plug into the bottom Bridge Member on the strike side, instead the contractor inserted a screw which went through the Connector Block, the Bridge Member, and down into the underneath Shower BaseWhen the screw reached and hit the Shower Base, it broke the Base and made the crackThe evidences remain: Athe unused Plug was left in the room (now secured as evidence), Bthe unneeded screw head/top is now visible at the shower door, Cthe crack line is actually longer than 4” (the most visible part) and it originated from the problematic screw area, but part of the crack line was covered by caulking material (hence become invisible)Conclusion: The contractor failed to follow manufacturer's installation instructions and used an unneeded/unspecified screw during the installation process that caused the damage to the shower baseTherefore, the contractor is responsible for the damageA resolution, either my original resolution proposed or acceptable solutions from the contractor, is demanded immediately from the contractor

To Whom It May Concern, I am writing in regards to a complaint against my company Crystal Clear Drains & Plumbing from Mr [redacted] property and removed old neo angle shower kit and tile, we installed new Kholer shower pan and wall set, we set new Kholer shower doors customer did not like 1st set due to shakiness when door closed, we replaced with 2nd door same as 1st called manufacturer and found out it was for doors closed, we replaced with 2nd door same as 1st called manufacturer and found out it was for doors to shake due to frameless kitCustomer found Lowes kit online he liked and I ordered at my expense3rd unit shipping was backed up due to holidaysWhen arrived I picked up unit at the store and installed 3rd door unit, customer did not like as he changed his mind and wanted the frameless again, so I removed 3rd set and explained about shakiness like on previous doors and he accepted so I continued to installed 4th set of doors and finalized project and was paid 2nd paymentHe and I inspected project on 2-28-and found no issues so he paid me final paymentApril 10, customer called and said he had a crack on shower pan, I went out on April 10, and found a 4" surface scratch on shower pan, explained he and I inspected on 2-28-and didn't see scratch or any other issues at completion of jobI as a Contractor feel that I'm not responsible for damages after installation, surface scratch is not a warranty issues for manufacturer or laborApril 10, handyman at complex called on his behalf and questioned me on shower, I answered all questions, I asked him several questions regarding this unit and he was clueless on any question he was asked, such as thickness of material, proper way to install material etc, he said he was not familiar with unitOver the course of the project I have gone back to Mr [redacted] property several times to try and keep my customer happy and keep reputation in tacked, I feel I went above and beyond my Contractor duties and expectationsQuestions please contact me###-###-#### God Bless [redacted] Crystal Clear Darins & Plumbing P.SI replaced shower kit and it was completely functional since 2nd day of project mid-December customer has been using shower since 2nd day of installation

To Whom It May Concern,
Customer makes no sense in claims attempting to miss represent evidencescrew and scratch are 2' away from each other (see Diagram) the screw customer claims is in position above flood level and was properly installed with silicone, I used my proffesional judgment in an effort to improve quality of shower doorscrew is installed the same manor as the other (6) screws as specified by manufacturer also above flood levelNote: Shower pan is 3/to 1/2" in thickness and inbeded in mortor (concrete) as per specsscratch is only 1/32" in depth scratch has no negative function in performance of showerit's cosmetic as explained in page of responseI do not claim responsibility for scratchGod Bless
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Crystal Clear Drains & Plumbing

I am rejecting this response because: I reject the response made by the business because:1. The project history stated by the contractor is off some facts. However, since it bears none/little effect on my complaint, I want to focus on the point of damage, for now, by saving the effort of clarifying some false statement of project history made by the contractor (I'll do if it deems necessary/helpful resolving the issue).2. First, I still disagree that the contractor stated the crack line is scratch. Second, I don't remember “he (as of me) and I (as of the contractor) inspected on 2-28-15 and didn't see scratch...” especially the damage area is at side corner and behind the bathroom entrance door. We were just focusing on checking if the shower door sealed and worked properly after the contractor finished the work.3. The contractor stated he feels that he is not responsible for damages after installation..., but gave no evidence of whether the damage was made before, during, or after installation. After re-studying Manufacturer's Installation Instructions (the one the contractor used during the work) and closely re-inspecting the damage area, I am confident to show how the damage (crack) happened or how/when the crack was made: at step-12 of installation the contractor failed to follow manufacturer's installation instruction to insert a Plug into the bottom Bridge Member on the strike side, instead the contractor inserted a screw which went through the Connector Block, the Bridge Member, and down into the underneath Shower Base. When the screw reached and hit the Shower Base, it broke the Base and made the crack. The evidences remain: A. the unused Plug was left in the room (now secured as evidence), B. the unneeded screw head/top is now visible at the shower door, C. the crack line is actually longer than 4” (the most visible part) and it originated from the problematic screw area, but part of the crack line was covered by caulking material (hence become invisible). Conclusion: The contractor failed to follow manufacturer's installation instructions and used an unneeded/unspecified screw during the installation process that caused the damage to the shower base. Therefore, the contractor is responsible for the damage. A resolution, either my original resolution proposed or acceptable solutions from the contractor, is demanded immediately from the contractor.

I am rejecting this response because:The contractor has made false and unprofessional statements in his second response:First, the crack line was originated from the "screw" area and extended ~15" to the shower wall edge. Part of the crack line at the vicinity of the "screw" is covered by caulking material and hence invisible. (see attached pic1, 2, 3, 4)Second, it is absolutely unprofessional when the contractor failed to follow/comply with Manufacturer's installation instruction without Manufacturer approval and customer's consent. The contractor's claim of "proffesional judgement in an effort to improve quality of shower door.." is a big miss/mistake in engineering/practical perspective: the bridge member is supposed not to be fixed to the shower base; it should be set to be free from the base for the purpose of future adjustments when needed. Now the bridge member is fixed to the base (by the "screw") and so future adjustments become almost impossible or very difficult. And there is no evidence showing that "the quality of shower door is improved or to be improved".Furthermore, the contractor continued to make false/unprofessional statement: "screw is installed the same manor as the other (6) screws as specified by manufacturer... " I would like the contractor to show/explain how the other (6) screws were installed as specified by the Manufacturer and compare to how the "unspecified screw" being installed. In any way, it is still the contractor's fault using the "unspecified screw" to fix the bridge member to the shower base which not only cause future adjustments difficult/ineffective/impossible, but also cause the crack on the base ridge, no matter in which "manor" the contractor installed the "screw".To the contractor's Note: I disagree with the scratch/cosmetic defect argument. I give a general example to dispute: a surface crack on concrete pavement may not go all the way down to the entire thickness. It is still a crack, not scratch. The issue of my complaint is not just cosmetic, rather it's a more serious problem: no matter if the crack goes through the base pan or not, the slit opens up space for water and moist to enter and stay which may eventually incur mold growth. When it happens, it's a health hazard.Again, this is the contractor's responsibility/liability to provide an acceptable solution for the defect/damage he has caused.[redacted]

To Whom It May Concern,
I am writing in regards to a complaint against my company Crystal Clear Drains & Plumbing from Mr. [redacted] property and removed old neo angle shower kit and tile, we installed new Kholer shower pan and wall set, we set new Kholer shower doors customer did not...

like 1st set due to shakiness when door closed, we replaced with 2nd door same as 1st called manufacturer and found out it was normal for doors closed, we replaced with 2nd door same as 1st called manufacturer and found out it was normal for doors to shake due to frameless kit. Customer found Lowes kit online he liked and I ordered at my expense. 3rd unit shipping was backed up due to holidays. When arrived I picked up unit at the store and installed 3rd door unit, customer did not like as he changed his mind and wanted the frameless again, so I removed 3rd set and explained about shakiness like on previous doors and he accepted so I continued to installed 4th set of doors and finalized project and was paid 2nd payment. He and I inspected project on 2-28-15 and found no issues so he paid me final payment. April 10, 15 customer called and said he had a crack on shower pan, I went out on April 10, 15 and found a 4" surface scratch on shower pan, explained he and I inspected on 2-28-15 and didn't see scratch or any other issues at completion of job.
I as a Contractor feel that I'm not responsible for damages after installation, surface scratch is not a warranty issues for manufacturer or labor.
April 10, 15 handyman at complex called on his behalf and questioned me on shower, I answered all questions, I asked him several questions regarding this unit and he was clueless on any question he was asked, such as thickness of material, proper way to install material etc, he said he was not familiar with unit.
Over the course of the project I have gone back to Mr. [redacted] property several times to try and keep my customer happy and keep reputation in tacked, I feel I went above and beyond my Contractor duties and expectations. Questions please contact me. ###-###-####
God Bless
[redacted]
Crystal Clear Darins & Plumbing
P.S. I replaced shower kit and it was completely functional since 2nd day of project mid-December customer has been using shower since 2nd day of installation.

Review: I have contracted the contractor (Sergio Aquilar, Crystal Clear Drains & Plumbing) to, including, remodel a bathroom with installing a new shower assembly on 12-10-14. The work was finished until 2-28-15. In early April, it was found a more than 4" crack line showing on the side edge of the shower base. The contractor came to check the fault on 4-10-15 stating it's a scratch and no further action will be taken to fix/replace the part. Later I called a handyman friend to check the issue and he confirmed it as a crack. I have not touched the spot showing crack since the new shower was installed. My handyman friend also figured I would/could not have done causing the crack under all circumstances including using the shower. A reasonable conclusion would be that the crack was made during the installation process. The spot was at the side corner and was missed right after the installation until I had the chance to clean the shower and discover it. This contract includes material/part warranty from the manufacturer (carried by the contractor) and life-time labor warranty from the contractor.Desired Settlement: The top desired resolution is the contractor to make a replacement on the faulty base and reinstall the complete shower assembly. The less desired solution would be the contractor to repair/fix the faulty base under the condition/warranty that the repair/fix is up to the industrial/engineering standard if it can be done properly.

Business

Response:

To Whom It May Concern,I am writing in regards to a complaint against my company Crystal Clear Drains & Plumbing from Mr. [redacted] property and removed old neo angle shower kit and tile, we installed new Kholer shower pan and wall set, we set new Kholer shower doors customer did not like 1st set due to shakiness when door closed, we replaced with 2nd door same as 1st called manufacturer and found out it was normal for doors closed, we replaced with 2nd door same as 1st called manufacturer and found out it was normal for doors to shake due to frameless kit. Customer found Lowes kit online he liked and I ordered at my expense. 3rd unit shipping was backed up due to holidays. When arrived I picked up unit at the store and installed 3rd door unit, customer did not like as he changed his mind and wanted the frameless again, so I removed 3rd set and explained about shakiness like on previous doors and he accepted so I continued to installed 4th set of doors and finalized project and was paid 2nd payment. He and I inspected project on 2-28-15 and found no issues so he paid me final payment. April 10, 15 customer called and said he had a crack on shower pan, I went out on April 10, 15 and found a 4" surface scratch on shower pan, explained he and I inspected on 2-28-15 and didn't see scratch or any other issues at completion of job.I as a Contractor feel that I'm not responsible for damages after installation, surface scratch is not a warranty issues for manufacturer or labor.April 10, 15 handyman at complex called on his behalf and questioned me on shower, I answered all questions, I asked him several questions regarding this unit and he was clueless on any question he was asked, such as thickness of material, proper way to install material etc, he said he was not familiar with unit.Over the course of the project I have gone back to Mr. [redacted] property several times to try and keep my customer happy and keep reputation in tacked, I feel I went above and beyond my Contractor duties and expectations. Questions please contact me. ###-###-####God Bless[redacted]Crystal Clear Darins & PlumbingP.S. I replaced shower kit and it was completely functional since 2nd day of project mid-December customer has been using shower since 2nd day of installation.

Consumer

Response:

I am rejecting this response because: I reject the response made by the business because:1. The project history stated by the contractor is off some facts. However, since it bears none/little effect on my complaint, I want to focus on the point of damage, for now, by saving the effort of clarifying some false statement of project history made by the contractor (I'll do if it deems necessary/helpful resolving the issue).2. First, I still disagree that the contractor stated the crack line is scratch. Second, I don't remember “he (as of me) and I (as of the contractor) inspected on 2-28-15 and didn't see scratch...” especially the damage area is at side corner and behind the bathroom entrance door. We were just focusing on checking if the shower door sealed and worked properly after the contractor finished the work.3. The contractor stated he feels that he is not responsible for damages after installation..., but gave no evidence of whether the damage was made before, during, or after installation. After re-studying Manufacturer's Installation Instructions (the one the contractor used during the work) and closely re-inspecting the damage area, I am confident to show how the damage (crack) happened or how/when the crack was made: at step-12 of installation the contractor failed to follow manufacturer's installation instruction to insert a Plug into the bottom Bridge Member on the strike side, instead the contractor inserted a screw which went through the Connector Block, the Bridge Member, and down into the underneath Shower Base. When the screw reached and hit the Shower Base, it broke the Base and made the crack. The evidences remain: A. the unused Plug was left in the room (now secured as evidence), B. the unneeded screw head/top is now visible at the shower door, C. the crack line is actually longer than 4” (the most visible part) and it originated from the problematic screw area, but part of the crack line was covered by caulking material (hence become invisible). Conclusion: The contractor failed to follow manufacturer's installation instructions and used an unneeded/unspecified screw during the installation process that caused the damage to the shower base. Therefore, the contractor is responsible for the damage. A resolution, either my original resolution proposed or acceptable solutions from the contractor, is demanded immediately from the contractor.

Business

Response:

To Whom It May Concern,Customer makes no sense in false claims attempting to miss represent evidence.screw and scratch are 2' away from each other (see Diagram) the screw customer claims is in position above flood level and was properly installed with silicone, I used my proffesional judgment in an effort to improve quality of shower door. screw is installed the same manor as the other (6) screws as specified by manufacturer also above flood level.Note: Shower pan is 3/8 to 1/2" in thickness and inbeded in mortor (concrete) as per specs. scratch is only 1/32" in depth scratch has no negative function in performance of shower. it's cosmetic as explained in page 1 of response.I do not claim responsibility for scratch.God Bless[redacted]Crystal Clear Drains & Plumbing

Consumer

Response:

I am rejecting this response because:The contractor has made false and unprofessional statements in his second response:First, the crack line was originated from the "screw" area and extended ~15" to the shower wall edge. Part of the crack line at the vicinity of the "screw" is covered by caulking material and hence invisible. (see attached pic1, 2, 3, 4)Second, it is absolutely unprofessional when the contractor failed to follow/comply with Manufacturer's installation instruction without Manufacturer approval and customer's consent. The contractor's claim of "proffesional judgement in an effort to improve quality of shower door.." is a big miss/mistake in engineering/practical perspective: the bridge member is supposed not to be fixed to the shower base; it should be set to be free from the base for the purpose of future adjustments when needed. Now the bridge member is fixed to the base (by the "screw") and so future adjustments become almost impossible or very difficult. And there is no evidence showing that "the quality of shower door is improved or to be improved".Furthermore, the contractor continued to make false/unprofessional statement: "screw is installed the same manor as the other (6) screws as specified by manufacturer... " I would like the contractor to show/explain how the other (6) screws were installed as specified by the Manufacturer and compare to how the "unspecified screw" being installed. In any way, it is still the contractor's fault using the "unspecified screw" to fix the bridge member to the shower base which not only cause future adjustments difficult/ineffective/impossible, but also cause the crack on the base ridge, no matter in which "manor" the contractor installed the "screw".To the contractor's Note: I disagree with the scratch/cosmetic defect argument. I give a general example to dispute: a surface crack on concrete pavement may not go all the way down to the entire thickness. It is still a crack, not scratch. The issue of my complaint is not just cosmetic, rather it's a more serious problem: no matter if the crack goes through the base pan or not, the slit opens up space for water and moist to enter and stay which may eventually incur mold growth. When it happens, it's a health hazard.Again, this is the contractor's responsibility/liability to provide an acceptable solution for the defect/damage he has caused.[redacted]