Complaint: ***
I am rejecting this response because:I have every text and inbox message I sent to Mark -- I have NEVER told him to go He is a liar and a thief He so graciously fixed pipes on a ROTTED tub WHICH HE FAILED TO MENTION that the tub was rotted Never the less, the "repair" of the pipes he did, were leaking in FOUR PLACES! The shower head fell and I had to tape it I also have that text message to him I never acted like I understood about the shower head falling down I asked "how does one use a shower improperly"he had no responsePlease see pictures attached of text messages.Mark is an unreliable lying thief And yes, I will report him all over the internet as it is MY RIGHT as a consumer to do so He has been report to *** *** *** AS WELL I refuse to be robbed A customer should not have to wait over months for a repair and be called a liar as well
Regards,
*** ***
This consumer is being completely dishonest about the conversation. She is extremely rude and aggressive. Elegance surface concepts followed through on a warranty claim that was a product failure ( chip in tub). We made a good faith effort to do right by this consumer, as we do everyone we work for. Unfortunately, as is evident in her behavior even in this complaint she is abusive and unreasonable. There will be no refund issued. Please see images of screenshots of text messaging.
Business Response to a Complaint
arial, sans-serif;">
Complaint ID#:
[redacted]
Company Name:
Elegance surface concepts
Company Contact:
marc l[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
Elegance was contracted by [redacted] in December 2014, we were contracted to refinish the tub and walls and install a new trim kit. This is the work that we completed. The initial contact the was made was through a marketing campaign that is for replacement instead of refinishing. When [redacted] learned the approximate pricing of such replacement she expressed that she did not want to spend that roughly $3000.00 on a tub. Being we do a number of different things to upgrade a bath I told her about the refinishing option and made it very clear that the structure would remain the same, refinishing is essentially a "band aid", Not a brand new space. The cost savings however was considerable and this was the choice that she made. On June 9th 2014 [redacted] texted me to tell me that the shower head broke ( not leaking, not clogged). The following day I responded to her text that I was sorry to hear about her shower head and to ask what had happened to it. She told me that it was hanging and she had taped it. This to me was indicative of force things that break, break for a reason. but [redacted] proceeded to advise me that if I couldn't come that she would buy a new one and find someone to fix it. On June 17, 2014 [redacted] again texted, this time the problem she was having was shutting the water. She in no uncertain terms told me that she had been punching the shower to shut it off. Products that are abused are bound to break. [redacted] again acted as though she understood if I was unable to come. Her exact text was : " Hi, I know you're busy but we are having a hard time shutting the water off now. The shower head and handle are horrible. .. if I have to buy a new one that's fine. . but are we under warranty for you to replace both ?? Let me know. if not I'll have to get someone else. A few hours later I responded to the messages by telling her that the fixtures carried no warranty, and that we could repair it but we would have to charge a service call ( $125 plus parts). At this point [redacted] became very unhappy. She told me that its not even that old, to which I agreed and advised her that the product was installed properly and that in order for the showerhead to break that it was most likely being used improperly. I further advised [redacted] that my time is my living and that I'd be happy to fix it but I would have to charge her a service call. At this point she started to attack the quality of the product, which is not something that we make, only install. A trim kit is again a more cost effective way to update your fixtures without spending for a whole new valve. This specific trim kit is the [redacted] trim kit you can buy in a universal trim kit. The conversation then turned into [redacted] telling me that I am just like the rest of the contactors, very sad. Two days later [redacted] again texted me to tell me that the person whom she had gotten to change her shower head said it was faulty, and that she would need a plumber to fix the faucet. The next text that I received was as follows: " I'll just report you to the Revdex.com this is Even the guy here changing the shower head said you've got to be kidding. you should have came here free of charge. .. but I will report you no worries and put it out on the internet. shame on you." At this point I advised her that that was her choice. I told her that if there was a problem with the refinishing work that would be covered without question, but that I can and will not warranty another companies product. I then asked that she stopped texting me as there was no need to continue the back and forth. she continued to text for a couple more minutes until finally she said that the tub was chipping now too, and that she was done. This final claim was sent on June 19, 2014, that the tub was now chipping. On Oct, 14 2014 I received a [redacted] message through the Elegance page that said, " Our tub is peeling now. .... so not happy". I immediately responded that if she would send a picture it was covered under her warranty. she then sent me a picture of two small chips on the bottom of her tub. When I asked if it was the only spot, she replied yes. I then asked [redacted] if it had just happened and she responded That the smallest one had happened a month ago, and the bigger one this week. Upon recieveing this information I recalled that 4 months prior she had claimed that her tub was chipping, so I forwarded her the old text making this claim and said, so this is untrue? It was then that I said that I would fix the tub, but she should really revisit the way that she treats people. I never made ANY mention of the way that she spoke to me, even though I had endured quite a bit of abuse from her. At that point in time I was extremely busy and I told [redacted] that I would get there I just had to get a day. I was completely booked and couldn't just run there as we are a small business and have a schedule to keep. We ended up not getting there until three month later as we were completely booked right up to our vacation that we had booked a year in advance. While on the cruise ship in the middle of the atlantic [redacted] again started to attack my character only this time it was because I was not fast enough for her. Again I remained professional and diffused the situation by telling her that I would get there as soon as we got back. The day we returned I texted her to schedule the following wed. The following wed we repaired the chips. About one week later I get a text that says that her tub was leaking and that she was fuming. My response was " Fuming?". [redacted] said yes fuming, we are in a mess. She then said that she had talked to someone who knew me and that they didn't have a nice word about me. she completed her text by telling me that I would hear from her lawyer. To which I responded that I looked forward to it. [redacted] then told me to go to and that she was going to BASH me all over the internet. This is when I again told her to do what ever she needs to and asked her to stop the harassment, and that if she did not I would contact the police. As far as the rotted tub, nothing that we applied to the tub could have rotted it, and there was no way of knowing that the tub was rotting underneath, To address the presence of leaks in pipes, Elegance was not contracted to repair any pipes. The items that are listed on [redacted]'s work order are the tasks that Elegance completed. Nothing more, Nothing less. Furthermore, [redacted] mentioned to me that she had to pay someone to change her showerhead and look at her faucet, and in the complaint she claims that a friend changed it. Not sure which one is the truth. But either way Someone else has worked on her tub area since Elegance. It is the position of the owners that there will be no refund issued. Thank you for the opportunity to address this issue.
Complaint: ***
I am rejecting this response because:I have every text and inbox message I sent to Mark -- I have NEVER told him to go He is a liar and a thief He so graciously fixed pipes on a ROTTED tub WHICH HE FAILED TO MENTION that the tub was rotted Never the less, the "repair" of the pipes he did, were leaking in FOUR PLACES! The shower head fell and I had to tape it I also have that text message to him I never acted like I understood about the shower head falling down I asked "how does one use a shower improperly"he had no responsePlease see pictures attached of text messages.Mark is an unreliable lying thief And yes, I will report him all over the internet as it is MY RIGHT as a consumer to do so He has been report to *** *** *** AS WELL I refuse to be robbed A customer should not have to wait over months for a repair and be called a liar as well
Regards,
*** ***
This consumer is being completely dishonest about the conversation. She is extremely rude and aggressive. Elegance surface concepts followed through on a warranty claim that was a product failure ( chip in tub). We made a good faith effort to do right by this consumer, as we do everyone we work for. Unfortunately, as is evident in her behavior even in this complaint she is abusive and unreasonable. There will be no refund issued. Please see images of screenshots of text messaging.
Business Response to a Complaint
arial, sans-serif;">
Complaint ID#:
[redacted]
Company Name:
Elegance surface concepts
Company Contact:
marc l[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
Elegance was contracted by [redacted] in December 2014, we were contracted to refinish the tub and walls and install a new trim kit. This is the work that we completed. The initial contact the was made was through a marketing campaign that is for replacement instead of refinishing. When [redacted] learned the approximate pricing of such replacement she expressed that she did not want to spend that roughly $3000.00 on a tub. Being we do a number of different things to upgrade a bath I told her about the refinishing option and made it very clear that the structure would remain the same, refinishing is essentially a "band aid", Not a brand new space. The cost savings however was considerable and this was the choice that she made. On June 9th 2014 [redacted] texted me to tell me that the shower head broke ( not leaking, not clogged). The following day I responded to her text that I was sorry to hear about her shower head and to ask what had happened to it. She told me that it was hanging and she had taped it. This to me was indicative of force things that break, break for a reason. but [redacted] proceeded to advise me that if I couldn't come that she would buy a new one and find someone to fix it. On June 17, 2014 [redacted] again texted, this time the problem she was having was shutting the water. She in no uncertain terms told me that she had been punching the shower to shut it off. Products that are abused are bound to break. [redacted] again acted as though she understood if I was unable to come. Her exact text was : " Hi, I know you're busy but we are having a hard time shutting the water off now. The shower head and handle are horrible. .. if I have to buy a new one that's fine. . but are we under warranty for you to replace both ?? Let me know. if not I'll have to get someone else. A few hours later I responded to the messages by telling her that the fixtures carried no warranty, and that we could repair it but we would have to charge a service call ( $125 plus parts). At this point [redacted] became very unhappy. She told me that its not even that old, to which I agreed and advised her that the product was installed properly and that in order for the showerhead to break that it was most likely being used improperly. I further advised [redacted] that my time is my living and that I'd be happy to fix it but I would have to charge her a service call. At this point she started to attack the quality of the product, which is not something that we make, only install. A trim kit is again a more cost effective way to update your fixtures without spending for a whole new valve. This specific trim kit is the [redacted] trim kit you can buy in a universal trim kit. The conversation then turned into [redacted] telling me that I am just like the rest of the contactors, very sad. Two days later [redacted] again texted me to tell me that the person whom she had gotten to change her shower head said it was faulty, and that she would need a plumber to fix the faucet. The next text that I received was as follows: " I'll just report you to the Revdex.com this is Even the guy here changing the shower head said you've got to be kidding. you should have came here free of charge. .. but I will report you no worries and put it out on the internet. shame on you." At this point I advised her that that was her choice. I told her that if there was a problem with the refinishing work that would be covered without question, but that I can and will not warranty another companies product. I then asked that she stopped texting me as there was no need to continue the back and forth. she continued to text for a couple more minutes until finally she said that the tub was chipping now too, and that she was done. This final claim was sent on June 19, 2014, that the tub was now chipping. On Oct, 14 2014 I received a [redacted] message through the Elegance page that said, " Our tub is peeling now. .... so not happy". I immediately responded that if she would send a picture it was covered under her warranty. she then sent me a picture of two small chips on the bottom of her tub. When I asked if it was the only spot, she replied yes. I then asked [redacted] if it had just happened and she responded That the smallest one had happened a month ago, and the bigger one this week. Upon recieveing this information I recalled that 4 months prior she had claimed that her tub was chipping, so I forwarded her the old text making this claim and said, so this is untrue? It was then that I said that I would fix the tub, but she should really revisit the way that she treats people. I never made ANY mention of the way that she spoke to me, even though I had endured quite a bit of abuse from her. At that point in time I was extremely busy and I told [redacted] that I would get there I just had to get a day. I was completely booked and couldn't just run there as we are a small business and have a schedule to keep. We ended up not getting there until three month later as we were completely booked right up to our vacation that we had booked a year in advance. While on the cruise ship in the middle of the atlantic [redacted] again started to attack my character only this time it was because I was not fast enough for her. Again I remained professional and diffused the situation by telling her that I would get there as soon as we got back. The day we returned I texted her to schedule the following wed. The following wed we repaired the chips. About one week later I get a text that says that her tub was leaking and that she was fuming. My response was " Fuming?". [redacted] said yes fuming, we are in a mess. She then said that she had talked to someone who knew me and that they didn't have a nice word about me. she completed her text by telling me that I would hear from her lawyer. To which I responded that I looked forward to it. [redacted] then told me to go to and that she was going to BASH me all over the internet. This is when I again told her to do what ever she needs to and asked her to stop the harassment, and that if she did not I would contact the police. As far as the rotted tub, nothing that we applied to the tub could have rotted it, and there was no way of knowing that the tub was rotting underneath, To address the presence of leaks in pipes, Elegance was not contracted to repair any pipes. The items that are listed on [redacted]'s work order are the tasks that Elegance completed. Nothing more, Nothing less. Furthermore, [redacted] mentioned to me that she had to pay someone to change her showerhead and look at her faucet, and in the complaint she claims that a friend changed it. Not sure which one is the truth. But either way Someone else has worked on her tub area since Elegance. It is the position of the owners that there will be no refund issued. Thank you for the opportunity to address this issue.