DMO Security Systems Inc

February 15, 2018*** *** Revdex.com Holiday Drive, Suite Pittsburgh, PA 412-456-2700Re: ***; *** ***,First, I will point out that the customer never allowed us an opportunity to satisfy her concerns prior to launching a Bath Fitter Facebook attack and
the Revdex.com complaintOn February 2nd, the same day of the installation, we had scheduled a return visit to address her concernsWe rarely have a customer absent from a major bathroom remodel jobWe request that they are there to review the job prior to us leaving so that we can fix anything that the customer doesn't likeMr& Mrs*** wouldn't commit to coming to their home prior to our departure of the installationWe wrapped up the job after Mr*** was available to be homeTheir service call was for bad silicone and hole in the wall that looked like the fixtures were pushed through the wall too hard.The scheduled return visit was for 2/6, but we had to reschedule until 2/based on their requirements of when we could come back to their homeMrs*** placed the following specifications on us for the visit: Mr*** needs to be there, and it would have to be after 3:PM on a week day or on the weekend.On 2/Mr*** called at 6pm to inform us there was water leaking bad enough to ruin his ceilingOur on call staff asked for pictures to be sent as well as coordinating a technician to get to their houseMr*** threaten our company with lawyers if we didn't' fix the issue and do it quicklyWe set the appointment up with a technician for the following day between 2-4pmMrs*** wasn't satisfied and turned to our Bath Fitter Corporate website to file another complaint about the issues she was havingShe never left any comments about the fact we were addressing her concerns and had a scheduled visit for the next dayPlease note, the only pictures that Mr*** sent was of the silicone work that they were not happy aboutThe pictures we requested was of the immediate concern of the leak.On 2/Mrs*** called the office at AM and harassed us about making sure we knew how serious the problem wasShe was assured that a technician would be there in the afternoon.Technician report:Arrived at the ***'s at 2:15PM, Thursday, February 8thNoticed stains on the dining room ceilingProceeded upstairs to assess the finished productThe hold in the wall that they reported is actually where the spackle fell out that was applied over a nail or screwIt was obviously not a very good (prior) repair job to begin with, (photo attached)Double checked drain and overflow work that was completed at the install and it was all solid, no leakingWent downstairs and cut open the ceiling to investigate the leakFound a makeshift trap, not up to code, that was piped in a reverse flow to hold waterThis was never connected properly to the tail piece of the trip waste assemblyThere was no leak associated with the Bath Fitter installation, (photos attached)This was explained to the homeowners what was discoveredFixed the silicone work and told them the office would be in touch to schedule the broken spackle issue.On 2/we contacted Mrs*** to follow up with our visit and confirmed our scheduled service call to fix her broken spackle.On 2/at 1:PM, Mrs*** called to say that her husband will take care of the spackle work on the wall and everything else is all good.Regards,Sue L***Attachments: pictures, copies of text msg

Re: ***,The repeated use of spaying hairspray near the doors caused an appearance of a "stain" on the frosted glass doorsWe offered to swap the glass but due to a switch in the manufacturer of the glass, all we could offer was clear glass at the timeThey wanted to wait for the
new productAs of May 2017, we were notified by our corporate office that the new glass was available to start orderingAs there was a high demand on the glass, the glass was not immediately availableWhen the ***s contacted our customer sen/ice department, they asked if the glass was available, and our customer service department confirmed it was available for orderingThey would never give out an available date for shipment, as they were never given an order numberAs of June 1st, we have received a confirmation that the glass will be shipped to us within three weeks, arriving late JuneWe are offering the 2nd week in July to install the replacement glass to Mr& Mrs***.We have attempted to reach the ***s and left a message and are awaiting a return call.Regards,Sue L***

Bath Fitter Statement:Bath Fitter met with Mr. & Mrs. [redacted] on 2/19/2015 for an estimate on a tub surround only for their bathroom. The contract was signed for 1953.00 which consisted of removing the existing surround and replacing with a Bath Fitter seamless acrylic surround. The installation was on March 10, 2015. The installer arrived on March 10 for the installation. After evaluating the existing surround he explained to Mrs. [redacted] that there was no reason to remove their surround. They wanted to keep as much of the tub as possible. Bath Fitter would have to build out the wall, which would result in them loosing space instead of gaining. She agreed and understood. At the end of the installation the installer explained that he would credit the $125.00 charge for not removing the existing surround. The final invoice was $1840.00. Mrs. [redacted] was happy and signed the completion form at the end of the installation. Although we respect that Mrs. [redacted] is a veteran, it has no bearing on how we treat our customers. Bath Fitter respects all of their customers the same and appreciate their opinion. On March 11, 2015 @ 10:55 Am, Mr. [redacted] called to say he had some concerns about the silicone. He stated that it appeared to be pulling away from the molding. He spoke with Hollie, the Office Manager. She stated that she will look into how soon she can get the technician out there and will call him back. Mr. [redacted] said that was fine to please speak with his wife. The same day @ 12:29 PM, Mr. [redacted] called again that it appeared the silicone was also cracking under the soap dish and was worried about water getting behind it. Again he spoke with Hollie and advised him that she would get in touch with the technician to schedule for the next day, but would confirm by the end of the business day. Hollie called Mrs. [redacted] at 5:58 PM to let her know that the technician would return the next day between 1-3 PM. The next morning Bath Fitter received a message for the Corp. Office that Mrs. [redacted] posted a complaint on facebook. Hollie called to let Mrs. [redacted] know that the technician was not able to make the scheduled appointment but he would do so the next day same time. Hollie question about the posted complaint and Mrs. [redacted] stated that she jumped the gun and felt like she was not getting a response, even though she was called by the end of the day as stated.Bath Fitter technician arrived on 3/13/2015 @ 2:30 PM for repair of the silicone.  The technician re did the silicone where it was necessary. Bath Fitter technicians do not have receipts to leave with the customers. On May 4, 2015 Mr. [redacted] called to say he thought the return wall and the long wall appeared to be buckling towards the bottom. Mr. [redacted] did ask that the original technician not return and Bath Fitter agreed to send another technician. On May 6, 2015 Bath Fitter technician arrived to look at the surround. He told the customer that he felt that it looked the way it should. Mr. [redacted] called the office that afternoon to dispute that the wall was fine. He wanted someone to come look at it. We scheduled to have the owner and a sales consultant meet with Mr. [redacted] on May 11, 2015 @ 11:00 AM. When the office personnel arrived they looked at the wall and explained how Bath Fitter installation is. They agreed that the return wall appeared to be out a bit and would have the office call before end of day to schedule a technician for repair.On May 19, 2015 a technician along with the sales consultant arrived to fix the return wall.  Mr. [redacted] was using 2 eighth inch yard sticks as a level. Mr. [redacted] admitted that they were warped. The technician asked that he use Bath Fitter level and he did. The technician noticed that there was some movement in the return wall. He cut out the silicone out, which helped relax the wall a bit and showed Mr. [redacted]. The technician then continue to work with the wall and re silicone when finished. Mr. [redacted] agreed that it looked better, but wanted compensation for feeling like he was miss lead and his expectations were not met. The sales consultant said that he would ask but felt that the product was installed properly.On June 1, 2015 Mr. [redacted] called again to state that he felt it was 50% better but still not satisfied. He was looking for a full refund. The Office Manager said that she would talk with the owner and call him back the next day. Hollie, the Office Manager, called the next day and explained that the surround was installed to Bath Fitter standards and that we stand behind our product and would not offer a refund. At that point Mr. [redacted] started threatening with Lawyers and court. Hollie explained that there was no reason for the threats and for them to go back and forth re-hashing everything, he should do what he feels is best. Mr. [redacted] then said have a nice day and hung up. At no point was Mr. [redacted] told that Bath Fitter would no longer service the product. The product carries a lifetime limited warranty on the acrylic products from manufactures defects. Bath Fitter stands behind the quality installation that Mr. & Mrs. [redacted] received and feel there is no warrant to their complaints or for a refund.  They signed off of the final installation paperwork along with the service work order, which are attached along with pictures of the installation.

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]

Bath Fitter Statement:Bath Fitter met with Mr. & Mrs. [redacted] on 2/19/2015 for an estimate on a tub surround only for their bathroom. Thecontract was signed for 1953.00 which consisted of removing the existing surround and replacing with a Bath Fitterseamless acrylic surround. The installation...

was on March 10, 2015. The installer arrived on March 10 for the installation.After evaluating the existing surround he explained to Mrs. [redacted] that there was no reason to remove their surround.They wanted to keep as much of the tub as possible. Bath Fitter would have to build out the wall, which would result inthem loosing space instead of gaining. She agreed and understood. At the end of the installation the installer explainedthat he would credit the $125.00 charge for not removing the existing surround. The final invoice was $1840.00. Mrs.[redacted] was happy and signed the completion form at the end of the installation. Although we respect that Mrs.[redacted] is a veteran, it has no bearing on how we treat our customers. Bath Fitter respects all of their customers thesame and appreciate their opinion.On March 11, 2015 @ 10:55 Am, Mr. [redacted] called to say he had some concerns about the silicone. He stated that itappeared to be pulling away from the molding. He spoke with Hollie, the Office Manager. She stated that she will lookinto how soon she can get the technician out there and will call him back. Mr. [redacted] said that was fine to please speakwith his wife. The same day @ 12:29 PM, Mr. [redacted] called again that it appeared the silicone was also cracking underthe soap dish and was worried about water getting behind it. Again he spoke with Hollie and advised him that she wouldget in touch with the technician to schedule for the next day, but would confirm by the end of the business day. Holliecalled Mrs. [redacted] at 5:58 PM to let her know that the technician would return the next day between 1-3 PM. The nextmorning Bath Fitter received a message for the Corp. Office that Mrs. [redacted] posted a complaint on facebook. Holliecalled to let Mrs. [redacted] know that the technician was not able to make the scheduled appointment but he would do sothe next day same time. Hollie question about the posted complaint and Mrs. [redacted] stated that she jumped the gunand felt like she was not getting a response, even though she was called by the end of the day as stated.Bath Fitter technician arrived on 3/13/2015 @ 2:30 PM for repair of the silicone. The technician re did the siliconewhere it was necessary. Bath Fitter technicians do not have receipts to leave with the customers.On May 4, 2015 Mr. [redacted] called to say he thought the return wall and the long wall appeared to be buckling towardsthe bottom. Mr. [redacted] did ask that the original technician not return and Bath Fitter agreed to send anothertechnician. On May 6, 2015 Bath Fitter technician arrived to look at the surround. He told the customer that he felt thatit looked the way it should. Mr. [redacted] called the office that afternoon to dispute that the wall was fine. He wantedsomeone to come look at it. We scheduled to have the owner and a sales consultant meet with Mr. [redacted] on May 11,2015 @ 11:00 AM. When the office personnel arrived they looked at the wall and explained how Bath Fitter installationis. They agreed that the return wall appeared to be out a bit and would have the office call before end of day toschedule a technician for repair.On May 19, 2015 a technician along with the sales consultant arrived to fix the return wall. Mr. [redacted] was using 2eighth inch yard sticks as a level. Mr. [redacted] admitted that they were warped. The technician asked that he use BathFitter level and he did. The technician noticed that there was some movement in the return wall. He cut out the siliconeout, which helped relax the wall a bit and showed Mr. [redacted]. The technician then continue to work with the wall andre silicone when finished. Mr. [redacted] agreed that it looked better, but wanted compensation for feeling like he wasmiss lead and his expectations were not met. The sales consultant said that he would ask but felt that the product wasinstalled properly.On June 1,2015 Mr. [redacted] called again to state that he felt it was 50% better but still not satisfied. He was looking fora full refund. The Office Manager said that she would talk with the owner and call him back the next day. Hollie, theOffice Manager, called the next day and explained that the surround was installed to Bath Fitter standards and that westand behind our product and would not offer a refund. At that point Mr. [redacted] started threatening with Lawyers andcourt. Hollie explained that there was no reason forthe threats and for them to go back and forth re-hashing everything,he should do what he feels is best. Mr. [redacted] then said have a nice day and hung up. At no point was Mr. [redacted] toldthat Bath Fitter would no longer service the product. The product carries a lifetime limited warranty on the acrylicproducts from manufactures defects.Bath Fitter stands behind the quality installation that Mr. & Mrs. [redacted] received and feel there is no warrant to theircomplaints or for a refund. They signed off of the final installation paperwork along with the service work order, whichare attached along with pictures of the installation.

Attached are pictures I just took of the twice repaired silicone and the corners out of square. The silicone is self explanatory.  It still looks awful. The corners I took a 12 inch square and there is still a huge gap with in 6 to 8 inches. This is do the middle being bowed out so bad. I also have pictures of the copy I have of the "SERVICE CALL WORK ORDER" that I got from the gentlemen that came to repair the bow's in the wall's of our tub enclosure. which in this work order It is stated by the office man that reason/details:  "Return wall/ came to fix bow in return wall and looked at back wall for bow -> can't fix back wall -> did best we can on return wall" ...  Which before coming They knew that there was two walls needing fixed.  We have had nothing but problems and either want this fixed right or We want a full refund. There is no reason for all this when there are obvious defects in this insulation. There for I am not threatening anyone. I am aggravated that something so simple is being made so difficult. Especially when We got blown off about a man cornering my wife in our own home and was never reassured anything ever came of it. For all we know He could still be doing this vicious act of aggressively trying to intimidate women still. Which this upsets my wife and I very much. It also troubles us that We have had to bring this as far as we have in attempts to get a quality product that I have already paid for. The pictures speak for them selves. There are still large bow's. The corners are still out of square with in the 8 to 12 inches that the owner informed us are there standards to installation. I want this resolved and for this to be done with. I handed them 2 checks. One to put a deposit down and one to pay for the work when it was completed. which though completed it is substandard. As stated before. I am not happy with the work. it does not even meet there own standards. If they are not going to fix it right I want a refund.
Regards,
[redacted]