Firenza Stone

Business responded to complaint See attached.Business response copied and pasted below by Revdex.com staff 8/14/15August 14, 2015The Revdex.com of ClevelandTo Whom It May Concern:We are in receipt of a letter of complaint to you from our customers, [redacted] and [redacted] of Concord,OhioMany of Ms [redacted] ’s statements are inaccurate, with others being blatantly untrueWhat is trueis her closing statement: ”The work the crews completed are very satisfactory, so we have no complaintsabout the work”Our business model is a simple oneWe establish budget figures for a project with the clientEach phaseof the process is estimated as to how many days demolition, rough in, carpentry, plumbing and electricalwill take and the general cost for our own vetted trades people to complete the necessary tasksWe thenadd on the general cost of the common construction materials associated with the projectFurther, wehelp the customer with establishing a budget to purchase flooring, plumbing and electrical fixtures,cabinets, flooring, tile, trims, granite, quartz, laminates, etcAll of this is achieved by using our years ofexperience in estimating project costs and input from the customer themselvesOur estimates aregenerousOur goal is always to try to be under the allowance numbersThe customer ultimatelycontributes what they expect to spend on the various components of the projectWhere possible, weextend any discounts given us by well established, Cleveland area companies such as Woodhill Supply(Plumbing fixtures), House of Lights (Electrical Fixtures), Firenza Stone and many more.Our profit is not based on what the customer spends, but on the scope of the work involvedEssentially,we act as project managers with the customer acting as his or her own contractorOur profit is obtainedfrom a ”project fee” based on the scope of the work, not on the cost of the materials or services thecustomer selectsTherefore, it is the customer deciding to go over budget on any item or service, it is theirdecision aloneThey know at the beginning of the process that we will not add to the project fee as aresultWhen a customer wishes to work with us, we only ask for 50% of the project fee to get placed onthe scheduleAs the project progresses and items are ordered, we ask for progress payments weeklyThisgives the customer control of their money and insures that they are satisfied with the progress everyweekWe collect any balance remaining and the balance of the project fee at closingThis normallyinsures complete customer satisfaction.p2Mrand Mrs [redacted] received the same consideration given to all of our customersWe built their budget with themThis is not a handicapped couple as she would have you believeThey are both very activepeople living in an upscale golf communityWe were not contracted to create a handicap shower meetingADA (American Disability Act) standardsRather, we created a shower by removing a tubWe built a curbless entry to make accessibility easierMs [redacted] sites being told that her project would take 3-weeksto completeWhat she is not telling you is that she opted out of a tile shower install to custom fittedquartz slab wallsShe was told that this product would require much more time to install than aconventional tile showerA custom template had to be made for each wallFrom the template, a portionof the slab is cut to fitThe section is then installedTemplate to installation takes at least a week per wall.Each wall is fitted to the last wall to insure a proper fit and a water tight seatJust for that change, threeweeks were added to the project completionIn addition to all of this additional work, we created a watertight quartz frame around an existing window in the showerThis became necessary as their homeowner’sassociation would not allow for any variation to the window type and sizeNormally, we would havereplaced such a window with a water tight glass block window.Further, the [redacted] were told that the custom fitted shower door cannot be measured correctly until theshower walls have been completedFrom measure, fabrication and installation, the time is 2-weeksMr.and Mrs [redacted] were advised of all of these issues from the beginning and though out the project.Mrs [redacted] notes additional charges of “$of miscellaneous charges.” She fails to reveal that somematerial charges were added in error and were neither disputed nor included with the last invoice(Attached) Woodhill Supply’s original invoice to us needed adjustmentAll was rectified, however, Whatshe also left out was our making a custom toilet pedestal to accommodate Mr [redacted] 6’ plus frame andthe customer assistance she received by our design team as part of the projectNo complaints thereShedid receive a vanity that was ordered incorrectly by our supplierIt was not caught as she notesThe onlydifference in the vanity was the depthIt was ordered at a depth of 3” less than standardWhen the errorwas discovered, Transitions by Firenza installed the vanity temporarily with the granite top and sinks soas to accommodate the [redacted] while the correct one was rushed through the factoryWhen the new onearrived, it was exchanged within hours of receipt at the warehouse.During the entire sequence of events from the initial meeting to the final meeting, MrM [redacted] visitedwith the same person, Ray CelluraRay also, assisted Mrand Mrs [redacted] with selections for the project.A new project coordinator, Dan Zanek joined the two at the last meetingHe was simply along as part ofhis duties with the company and training purposes.To imply that Ray and Dan were brought along to intimidate the [redacted] is offensive [redacted] and [redacted] have had an ongoing relationship with Ray CelluraBoth gentleman had no agenda at the finalmeeting and did not actively participateMr [redacted] , in particular was very impolite while Mrs [redacted] continued her verbal assault on MrM [redacted] He was so frustrated with their offensive behavior, hetook payment in the amount that Mrs [redacted] felt she owed.After leaving their home that eveningMrM [redacted] had considered not to pursue the balance owedby the [redacted] Even though he was able to bring the project under budget by nearly $3,We feltthat it would be best to absorb the loss and move on.P3That was until he received Mrs [redacted] ’ complaint to the Revdex.comNow it is a matter ofretaining our excellent rating and not allowing a less than ethical customer to take advantage of our fairand honest business practicesTherefore, we intend to take any legal remedy available to us to collect theremaining balance due.Respectfully,Transitions by Firenza