Initial Business Response /* (1000, 5, 2015/01/31) */
My name is [redacted], owner of Franks Interiors, and I would like to address the issues concerning case #XXXXXXXX filed by [redacted].
The work which Ms. [redacted] is referring to in this case was completed Feb-March of...
2012. The customer was given several options of grout color at the time we initially discussed this project. The customer chose a sand based grout which was very light in color (antique white.) Out of all the choices she was given she chose the lightest color that was presented. Work was completed in a timely manner and the initial response was positive.
However, almost 2 years later, Dec 2013, I was contacted by the association's attorneys regarding discoloration in the grout. Although, there was no written or verbal guarantee given on the integrity and longevity of the grout color at the time the work was completed. I, in good faith, offered to take a look at it and see if there was anything that needed repair. The grout appeared as if any light colored, sand based, grout would appear after two years of foot traffic in the lobby of a 52 unit apartment complex. Unfortunately, light colored, sand based, grout can get dirty over time and what was necessary in this case was a cleaning and not a repair. The initial install was not faulty as the grout was properly applied along with the appropriate sealer.
The board hired another contractor to clean the grout and then expected me to pay the balance they were charged which was $2465. I never agreed to pay for another contractor to come in and complete this cleaning. However, the board feels that they can bully me into this situation by threatening legal action. I am a small business owner that takes a lot of pride in my work. In twenty years I have never experienced anything like this. Had I truly done something wrong I would have repaired it, but this is not the case in this scenario.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Board chose a grout color that was provided by [redacted]'s Interiors. Mr. [redacted] never told the Board that it was too light a color until after the job was done and the grout became dirty. If it was too light a color for a high traffic area then it should never have been presented by Mr. [redacted] as an option to begin with. In addition, we contacted [redacted]'s Interiors at least five times between June, 2013 and October, 2013 to request that they remedy this situation. Each time Mr. [redacted] would put us off with promises and then not follow through. In August 2013 Mr. [redacted] met the Board president at the property and told her that he would clean the grout, have the Board look at the work and then watch him seal it twice. He again did not follow through. The only way the Board was able to get Mr. [redacted]'s attention was by involving their attorney in December, 2013. After the attorney sent Mr. [redacted] a letter he again promised to come out and take care of the situation. That was the last the Association heard from him.
We question whether the grout was properly sealed to begin with. If it was we would not expect it to have gotten so dirty so quickly. Had Mr. [redacted] cleaned and resealed the job as promised the Association would not have needed to hire Comfort Carpets. It's not right that Mr. [redacted] did not stand behind his work and because he did not, the Association was forced to spend $2,465.00 to correct it.
Final Business Response /* (4000, 9, 2015/02/13) */
In response to the board's rebuttal in this case I would like to say that I do not believe that the contractor is responsible for the maintenance of the grout nor am I responsible for the color chosen. I showed many different options and as any contractor should as a client they chose what they wanted for their building, at no point was I asked to give a recommendation. Maintenance was not a part of our original agreement which is what they paid to have done. After 13 months of foot traffic the grout they chose can get dirty and require cleaning. I stand behind my previous statement and don't believe that I have done anything wrong in this case.
Initial Business Response /* (1000, 5, 2015/01/31) */
My name is [redacted], owner of Franks Interiors, and I would like to address the issues concerning case #XXXXXXXX filed by [redacted].
The work which Ms. [redacted] is referring to in this case was completed Feb-March of...
2012. The customer was given several options of grout color at the time we initially discussed this project. The customer chose a sand based grout which was very light in color (antique white.) Out of all the choices she was given she chose the lightest color that was presented. Work was completed in a timely manner and the initial response was positive.
However, almost 2 years later, Dec 2013, I was contacted by the association's attorneys regarding discoloration in the grout. Although, there was no written or verbal guarantee given on the integrity and longevity of the grout color at the time the work was completed. I, in good faith, offered to take a look at it and see if there was anything that needed repair. The grout appeared as if any light colored, sand based, grout would appear after two years of foot traffic in the lobby of a 52 unit apartment complex. Unfortunately, light colored, sand based, grout can get dirty over time and what was necessary in this case was a cleaning and not a repair. The initial install was not faulty as the grout was properly applied along with the appropriate sealer.
The board hired another contractor to clean the grout and then expected me to pay the balance they were charged which was $2465. I never agreed to pay for another contractor to come in and complete this cleaning. However, the board feels that they can bully me into this situation by threatening legal action. I am a small business owner that takes a lot of pride in my work. In twenty years I have never experienced anything like this. Had I truly done something wrong I would have repaired it, but this is not the case in this scenario.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Board chose a grout color that was provided by [redacted]'s Interiors. Mr. [redacted] never told the Board that it was too light a color until after the job was done and the grout became dirty. If it was too light a color for a high traffic area then it should never have been presented by Mr. [redacted] as an option to begin with. In addition, we contacted [redacted]'s Interiors at least five times between June, 2013 and October, 2013 to request that they remedy this situation. Each time Mr. [redacted] would put us off with promises and then not follow through. In August 2013 Mr. [redacted] met the Board president at the property and told her that he would clean the grout, have the Board look at the work and then watch him seal it twice. He again did not follow through. The only way the Board was able to get Mr. [redacted]'s attention was by involving their attorney in December, 2013. After the attorney sent Mr. [redacted] a letter he again promised to come out and take care of the situation. That was the last the Association heard from him.
We question whether the grout was properly sealed to begin with. If it was we would not expect it to have gotten so dirty so quickly. Had Mr. [redacted] cleaned and resealed the job as promised the Association would not have needed to hire Comfort Carpets. It's not right that Mr. [redacted] did not stand behind his work and because he did not, the Association was forced to spend $2,465.00 to correct it.
Final Business Response /* (4000, 9, 2015/02/13) */
In response to the board's rebuttal in this case I would like to say that I do not believe that the contractor is responsible for the maintenance of the grout nor am I responsible for the color chosen. I showed many different options and as any contractor should as a client they chose what they wanted for their building, at no point was I asked to give a recommendation. Maintenance was not a part of our original agreement which is what they paid to have done. After 13 months of foot traffic the grout they chose can get dirty and require cleaning. I stand behind my previous statement and don't believe that I have done anything wrong in this case.