Ettorre Tile Designs, Incorporated

March 2, 2015
Dear [redacted]:
I am writing you on behalf of my client David E[redacted] and/or in response to [redacted]'s complaint.
Please be advised that Mr. Ettorre disputes the above-referenced allegations which he is deeply upset and hurt by. It is important to know...

that Mr. Ettorre actually performed two jobs for [redacted], the first of which was a mosaic tile backsplash, a photo of which I have enclosed for your review as a representation of the quality of work that Mr. Ettorre regularly performs. After reviewing the aforesaid photos, it should come as no surprise to you that [redacted] was very pleased with the aforesaid work and at the conclusion of which asked Mr. Ettorre if he would be willing to look at some seams in his bathroom which had recently been remodeled.Although Mr. Ettorre’s time is very carefully scheduled, he agreed to do so because he wanted to keep [redacted] happy. Thus, Mr. Ettorre examined the bathroom and the seams in question and advised [redacted] that the seams which were shrinking and cracking were the result of extremely poor workmanship on the part of the contractors who had recently renovated the said bathroom and advised [redacted] that the only way to insure a perfect and long-lasting fix would be to completely redo the tile work, an option that [redacted] was not interested in pursuing.
As an accommodation to [redacted], Mr. Ettorre offered to completely cleanout all of the seams and caulk them with a high quality silicone product but warned that he could not guarantee that this would be a perfect or permanent fix. [redacted] indicated that he was confident that this option would work well and requested that Mr. Ettorre proceed with the work.Accordingly Mr. Ettorre returned to the home several days later and cleaned out the seams in question and then caulked them with a high quality silicone material, the cost of which represented a large portion of the amounts charged by Mr. Ettorre, due in large part to the significant quantities of materials required to fill in the oversized gaps. [redacted] subsequently inspected the work performed by Mr. Ettorre and indicated that he was yet again very pleased with his work.
Prior to departing, Mr. Ettorre again advised [redacted] that he could not guarantee that this work would be a permanent fix and discussed the severity of the problems with the prior contractors work with him.
As indicated by [redacted] approximately 11 months later, he contacted Mr. Ettorre and advised him that mildew had begun to develop on a very small portion of the caulking seam which Mr. Ettorre had installed, which was one of the many concerns which Mr. Ettorre advised of prior to completing the work.
Although Mr. Ettorre was under no obligation to warranty the work, he made arrangements to come out to the home and redo the small portion that [redacted] was complaining about.
Notably absent from [redacted]'s complaint is the fact that he himself cancelled the appointment with Mr. Ettorre on very short notice and told him that he would contact him and make arrangements for him to come out and do the repair work.Shortly before the Christmas holiday, [redacted] again contacted Mr. Ettorre and demanded his immediate return to the property to complete the repair work. Mr. Ettorre attempted, to no avail, to explain to [redacted] that he would be unable to return to the home until after the holiday season due to his busy schedule. At this point, [redacted] became very angry with Mr. Ettorre and it was actually [redacted] not Mr. Ettorre who terminated the conversation.
Instead of following-up with Mr. Ettorre several days later after his temper cooled, at which point Mr. Ettorre would have still been willing to perform the repair work, [redacted] instead elected to file the underlying complaint.Although Mr. Ettorre is under no obligation to do so and despite [redacted]'s inappropriate treatment of him and/or handling of this matter, Mr. Ettorre remains willing to return to the subject property and perform the repair work that [redacted] had initially requested.
Mr. Ettorre takes great pride in the quality of the workmanship he provides. He has 30 plus years of experience in his trade and is well respected amongst his peers. Thus, Mr. Ettorre takes these allegations very seriously and is very troubled and upset by this situation.
We would ask that you give this matter careful consideration before rendering a decision.
Your attention to the above is greatly appreciated.
Very Truly Yours,
THOMAS W.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Dear [redacted],Thank you very much for giving me an opportunity to respond.  I was really thrilled to find that Mr. Ettorre rounded up interest to reply to the Revdex.com after so many months of silence and I eagerly opened the attachments looking forward to a positive resolution.  To my surprise, I was utterly dismayed by the tone of the letter and the contents within.  I don’t think Mr. Ettorre fully understands how the Revdex.com complaint/resolution system works.  It seems Mr. Ettorre is more concerned about his own personal motivations than a positive resolution, unaware that a positive resolution is all is needed to maintain a good standing.  I use the Revdex.com all the time to find reputable merchants and have no problem seeking those with many complaints with positive resolutions: a sign of good business practice, protocol, and policy.  With Mr. Ettorre, instead of a positive and constructive approach all I find is a letter that suggests I’m 'vicious' and a 'liar' then turns around and offers a 'lets make up and shake hands' proposition to perform the agreed corrective repairs.  This offer is neither honest nor legitimate since Mr. Ettorre knows that this catch-22-like offer, if accepted, would successfully seal his attempt to portray me as 'vicious' and a 'liar' while getting all the glory he seeks.  He knows that under these terms he wouldn’t have to perform the corrective repairs because I would never let an unscrupulous person through the front door!  This is very straight forward, really.  His cost for such an appalling strategy will be 'a no positive resolution to this issue, an impasse' - by default!  Did Mr. Ettorre ever consider picking up the telephone and resolving the issue?  No!  He could have had this issue closed weeks ago while acquiring a positive Revdex.com resolution!  Sorry Mr. Ettorre, you just shot yourself in the foot –you’ve given me no other choice.Moreover, his melodramatic manipulation has reached new heights with deceptions.  The basic facts are: the work was scheduled, he rudely terminated a telephone conversation, was a no show, and never attempted to contact me for one month before submitting my complaint to Revdex.com and thereafter.  The distractions are such that Mr. Ettorre’s only evidence submitted was a picture of a kitchen mosaic tile backsplash (installed months before the bathroom work) that is absolutely irrelevant to this dispute.  I already provided a copy of the work order form for the bathroom work; please note that it does not include a kitchen mosaic tile backsplash.  The manipulative tactics continue with words like ‘hurt, upset, troubled, demanded his immediate return, inappropriate treatment, became very angry, temper cooled, etc.’  The narrative is all carefully twisted and turned around to make him look like the victim when in fact I am.  Frankly, I’m not going to waste my time rectifying every melodramatic sentence; I’m sure anyone can read between the lines.  Can the telephone company (Sprint) successfully analyze who terminated the call?  I guess this would bring a factual resolution on who is telling the truth.  If this analysis can be requested by the Revdex.com, please contact me to make sure you have my correct cellular telephone number; and also date, and time of call.  I would be very supportive and eager to help if you decide to pursue this research.And last but not least, this may be another attempt where a business is trying really hard to bully the Revdex.com and/or a customer, with a lawyer, really?  I hope you can decipher the full picture that Mr. Ettorre’s has provided you as just a desperate attempt to reach his own goals.[redacted], I hope you recognize the current level of poor business in the home remodel/construction field in our region.  I’m trying to utilize the Revdex.com as a tool for other customers to decide for themselves who they want to hire.  I hope that businessmen in the field can learn from others mistakes and make better business decisions in the future.  This would certainly help customers and encourage others in the business to act responsibly as well.  Thank you for time, attention, support, and for insuring that the Revdex.com remains as a great customer tool.  Sincerely,[redacted]