Ferro Home Improvement

The customer called our office for a repair on his Re-Bath tub and liner systemBecause we are a new franchise we directed him to our corporate office in [redacted] and provided him the ***-rebath phone number because we were unaware of the repair procedureAfter his conversation with the corporate headquarters it was determined that the repair was not covered under the warrantee and that he would have to pay Re-Bath of Greater [redacted] for the repairRe-Bath Corporate has notes in their system of what they told him and our secretary informed him of the repair price of $ which is documented in our note in [redacted] and in his customer folder When we arrived to complete the repair, we had to take apart the tub drain to drain the water out from beneath the tub liner and in doing so the existing drain was damaged and needed to be replacedWe had to create access to the drain via a bedroom wall but before doing so we informed the customer of the extra work involved and the price differenceHe agreed and our employees left to get materialWhen they completed the repair and approached the customer with the updated invoice of $for the repair, extra parts, material and labor, he said he thought it was all covered and I checked the notes in our folder which stated that he was given the repair cost ahead of time and informed him to call the corporate office to verify what he was told that it was not covered under the warrantee which only covers the liner material stated in his original contract The customer has attempted multiple avenues to get out of paying for this repair which he was well aware of and has tried to smear our reputationWe have given him plenty of time to pay for this repair and demand payment ASAP We have informed the customer that if payment was not made by Friday Dec.11th that there would be an additional $admin fee for the lien and filing feesHe instead decided to contact the Revdex.com to get out of paying the bill Payment is required by Dec 11th in the amount of $ Payment after 12/11/will be $ We have given the customer ample time to pay the bill

Complaint: ***
I am rejecting this response because:Yesthey are a new franchise and here is where the problem liesThey did not know the protocol to followI did talk to the corporate office and was advised that if it was only sealant I would have to pay for the repair, that is trueThey also said that if the tub was damaged it would be covered by my Rebath warranty The only way to determine if it were sealant or a damaged tub is by our local retailer, Ferro LLCPaul Ferro came to my house, sat in my bathroom, looked at my tub and said "it is covered under warranty you do not have to pay anything for the repair and you will get new sealant with it" which is consistent with Rebath corporate told meThe next communication I had with Ferro LLC was to set up a date for the repairThe next communication I had with them after that was the morning Paul did the repairHe did not provide an estimate of work prior or tell me the price had changed from being under warrantyThere is no signed document of thatAfter the repair he handed me a billWhen I said "I thought this was under warranty", he replied "corporate didn't call you!?" and I told him "no"Again he was very confused as to the protocol as corporate does not set pricing, the local retailer doesIt is my decision as to whether I would want to have the tub repaired if it was not under warrantyI did not get that opportunityI have consulted a lawyer and we are well aware they are in violation of CT Improvement Contract RequirementsAs well they are not acting in good faith
Sincerely,
*** ***

Being a new franchise, I told the customer when I went to look at the job that I was not sure if it was covered and informed him to call corporate which he did and they told him he would be responsible for paymentJennifer from our office called him and gave him the price to repair and he agreedBeing a service call, no contract was requiredThis customer new very well that he was responsible for the payment and corporate has it noted that they told him on seperate phone calls and my office told him as wellI was a bit confused when he said he did not talk to corporate because I am not in the office most days and until I did get back to the office and found out what happenedIt was clear that this customer was trying to pull a fast oneWe would like payment immediately

Complaint: [redacted]
I am rejecting this response because:Jennifer from Ferro Home Improvement gave me two prices, if all we needed was sealant it was not covered under my contract and it would be $350.  She also said if it was more than the sealant it would be covered under warranty and would cost $0.  I spoke to corporate who told me there is a price for just sealant, but if the tub is damaged it is covered under warranty.  I did not know if it was just sealant or if the tub was damaged, Paul F[redacted] was sent to my house to determine whether or not the work was going to be covered.  Corporate can not determine that, someone had to physically come to my house. Paul Ferro came to my house on 8/28/15.  The price he gave me verbally in my bathroom was $0.00.  He said the repair was covered under warranty. I agreed that I would allow him to work on my shower for that price.  I had no further communications with corporate until after the work was done. I had no further discussion with anyone from Ferro Home Improvement regarding price until the work was done on 9/16/15. When Paul arrived to do the work he did not tell me the price changed from $0 to $350 or $465.  He did not ask me to sign a contract with the estimate of the work being $350.  Had he done that, I would have asked him why it changed from $0 price he told me on 8/28/15.  With a signed contract, there would be no dispute. The problem is I was told it was going to be $0 by Paul Ferro and then he handed me a bill of $465 after he did the work. I did not authorize that work for $465. Ferro Home Improvement may be new to Rebath but they should know the CT laws for Home Improvements. The law clearly states you need a contract signed with an estimate of work prior to any work being done.  The law is in place to avoid these disputes. They did not act within the CT law.
Sincerely,
[redacted]

The customer called our office for a repair on his Re-Bath
tub and liner system. Because we are a new franchise we directed him to our
corporate office in [redacted] and provided him the [redacted]-rebath phone
number because we were unaware of the repair procedure. After his conversation
with the...

corporate headquarters it was determined that the repair was not
covered under the warrantee and that he would have to pay Re-Bath of Greater
[redacted] for the repair. Re-Bath Corporate has notes in their system of what
they told him and our secretary informed him of the repair price of $350.00
which is documented in our note in [redacted] and in his customer folder.  
When we arrived to complete the repair, we had to take apart
the tub drain to drain the water out from beneath the tub liner and in doing so
the existing drain was damaged and needed to be replaced. We had to create
access to the drain via a bedroom wall but before doing so we informed the
customer of the extra work involved and the price difference. He agreed and our
employees left to get material. When they completed the repair and approached
the customer with the updated invoice of $465.00 for the repair, extra parts,
material and labor, he said he thought it was all covered and I checked the
notes in our folder which stated that he was given the repair cost ahead of
time and informed him to call the corporate office to verify what he was told
that it was not covered under the warrantee which only covers the liner material
stated in his original contract.
The customer has attempted multiple avenues to get out of
paying for this repair which he was well aware of and has tried to smear our
reputation. We have given him plenty of time to pay for this repair and demand
payment ASAP.
We have informed the customer that if payment was not made
by Friday Dec.11th that there would be an additional $500.00 admin
fee for the lien and filing fees. He instead decided to contact the Revdex.com to get
out of paying the bill.
Payment is required by Dec 11th 2015 in the amount
of $465.00
Payment after 12/11/2015 will be $965.00
We have given the customer ample time to pay the bill.

I find myself very lucky to have chosen Ferro Home Improvements when I decided to have some work done in my newly purchased condo. What I don't think that I realized at the time was that as the project gets done, you have a working relationship with the business and that is where I think Paul and his team edge out the competition. His crew is professional, communicate well and are accessible within reason. I can honestly say from my experience that this company does good business and I would re-hire them for another job if the need arises.

Review: I had Rebath install my bathtub four years ago. It came apart and I called to have it repaired (it has a life time warranty). The corporate office told me the local retailer will assess the situation. Paul F[redacted] from Ferro Home Improvements LLC came to my house and told me the tub needed to be replaced and it was covered under warranty and would not cost any money. He came back to do the work and after gave me a bill of $465. When I asked what the bill was for he replied "corporate didn't call you?". I told him they did not. Paul then sent an notice of intent to lien if I do not pay $465. I did not want to have my tub repaired for $465, I would have gotten a new tub fully installed and separated from Rebath completely.Desired Settlement: I would like the intent to lien removed and I do not want to pay $465 as I was told the warranty covered the work.

Business

Response:

The customer called our office for a repair on his Re-Bath

tub and liner system. Because we are a new franchise we directed him to our

corporate office in [redacted] and provided him the [redacted]-rebath phone

number because we were unaware of the repair procedure. After his conversation

with the corporate headquarters it was determined that the repair was not

covered under the warrantee and that he would have to pay Re-Bath of Greater

[redacted] for the repair. Re-Bath Corporate has notes in their system of what

they told him and our secretary informed him of the repair price of $350.00

which is documented in our note in [redacted] and in his customer folder.

When we arrived to complete the repair, we had to take apart

the tub drain to drain the water out from beneath the tub liner and in doing so

the existing drain was damaged and needed to be replaced. We had to create

access to the drain via a bedroom wall but before doing so we informed the

customer of the extra work involved and the price difference. He agreed and our

employees left to get material. When they completed the repair and approached

the customer with the updated invoice of $465.00 for the repair, extra parts,

material and labor, he said he thought it was all covered and I checked the

notes in our folder which stated that he was given the repair cost ahead of

time and informed him to call the corporate office to verify what he was told

that it was not covered under the warrantee which only covers the liner material

stated in his original contract.

The customer has attempted multiple avenues to get out of

paying for this repair which he was well aware of and has tried to smear our

reputation. We have given him plenty of time to pay for this repair and demand

payment ASAP.

We have informed the customer that if payment was not made

by Friday Dec.11th that there would be an additional $500.00 admin

fee for the lien and filing fees. He instead decided to contact the Revdex.com to get

out of paying the bill.

Payment is required by Dec 11th 2015 in the amount

of $465.00

Payment after 12/11/2015 will be $965.00

We have given the customer ample time to pay the bill.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Yes. they are a new franchise and here is where the problem lies. They did not know the protocol to follow. I did talk to the corporate office and was advised that if it was only sealant I would have to pay for the repair, that is true. They also said that if the tub was damaged it would be covered by my Rebath warranty. The only way to determine if it were sealant or a damaged tub is by our local retailer, Ferro LLC. Paul Ferro came to my house, sat in my bathroom, looked at my tub and said "it is covered under warranty you do not have to pay anything for the repair and you will get new sealant with it" which is consistent with Rebath corporate told me. The next communication I had with Ferro LLC was to set up a date for the repair. The next communication I had with them after that was the morning Paul did the repair. He did not provide an estimate of work prior or tell me the price had changed from being under warranty. There is no signed document of that. After the repair he handed me a bill. When I said "I thought this was under warranty", he replied "corporate didn't call you!?" and I told him "no". Again he was very confused as to the protocol as corporate does not set pricing, the local retailer does. It is my decision as to whether I would want to have the tub repaired if it was not under warranty. I did not get that opportunity. I have consulted a lawyer and we are well aware they are in violation of CT Improvement Contract Requirements. As well they are not acting in good faith.