Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Contact Name and Title: Owner This whole sale was done over the phone and by e-mail. This project involves replacing a bathroom Counter Top and faucet. My [redacted] went there to take measurements for the length,... width and where the holes for the faucet are. All which he did and successfully installed the counter top. My Faucet installer came there later at 3:00pm to install the faucet, but was an hour early and my client was not home. So I called her to let her know he was there. she arrived at around 3:30 or 4:00pm He had to go to home [redacted] twice to get the necessary parts to install the faucet. The new sink and faucet is not going to match up, hence the trips to home depot. All the time that he was installing the faucet, the client was constantly harassing me about how long this installation was taking and that my faucet installer doesn't know what he is doing. I Asked her to please be patient and let him finish. Which he did. When it came time to pay for the services,the Granite counter top and the Materials to install the faucet correctly, she and her Husband were telling me that they wanted a discount and that they were not going to pay me for my services, attacking the way I do business, saying that this faucet should only take an hour or so not 4 or 5 hours. And said that it wasn't done right at which point I asked if I can come over there tomorrow to see just what it is that they are unhappy with so we can fix it. She said no we don't want you here as far as we're concern you have been paid and we are done. The agreement was as follows; $700. for the Granite counter top & 75.00 for the sink installation totaling $775.00 due upon completion of job. She asked me if she gave me cash could I give her a discount, I said fine just $25.00 Making it a total of $750.00. All was agreed to give the money in an envelope to my worker when he completed the job. After her and her Husband were badgering and haggling, and trying to short change me. Telling me what they are going to give me only $700.00 in cash which she gave to my worker, then asked him for a receipt, he told her that I will give her a receipt in the morning when the office opens, at my worker's amazement she grabbed the Money out of his hands, and gave him a check for $700.00 Shorting me $75 plus the materials $26.75 for the faucet installation. I called her immediately asking her why did you grab the money out of my worker's hand she said because I'm a liar and will not give her a receipt and that she doesn't trust me. I told her I will give her an invoice first thing in the morning, Which we did as we always do. I let her know on the invoice that she still owes a balance of; $101.75 it is at this point I believe she contacted BBB To Discredit my Business in her raging attempt to get a discount for work that she claims is not done right. To resolve this I need My Project Manager to see the job to see what it is that they feel is not right,. than if there is something wrong I will send my license Plumber to fix it. I Then want my full payment as we originally agreed on. The balance of $101.75 And I want her to apologize to me for all the Slandering of my company that she so carelessly blurted out. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We hired Harmonious to install a granite countertop in our bathroom. I spoke with Ron and sent him pictures of the counter. A few days later someone who spoke very little English came to the house to measure. He didn't provide much information but said they would get the job done and that he would be back in a few days to install the granite and Ron emailed me and told me to pick up a faucet so that they could install that as well. He recommended a faucet store in Niles. We picked up the faucet from the store which was recommended and had it at the home on the day of install. [redacted] emailed and said the countertop would be installed and then a plumber would come by and install the faucet after that. The individual who showed up (a new individual, not Ron and not the man who had come by to measure) at 9am to install the counter also spoke very little English. He took a quick look at the faucet and then proceeded to install the granite and drill holes for the faucet - I did not see any measurements taken. He drilled the holes very close to the backsplash so that there was minimal room. He then acted confused and said he thought he was installing the faucet. I said that [redacted] told me that a plumber was coming by to do this. I then had to contact [redacted] because he never followed up with me to tell me when the plumber was going to come by that day. He called later in the afternoon to say the plumber would be there at 4pm. He then called me at 2:45pm and then again at 3pm saying that the plumber had arrived and I needed to let him inside. At 3pm I spoke with [redacted] and said that I was at the grocery store and that I could be home in 10 minutes to let him in. I arrived home at 3:10 and let him inside. This individual was in the bathroom for an hour when I went up to check if everything was okay. I saw that he had removed a very expensive mirror from the bathroom wall without permission and it was propped on the floor in the bathroom. He then murmured that he didn't have the right parts and would need to make a trip to [redacted] I called [redacted] to ask if this individual was a licensed plumber. He said no, that would be expensive. I voiced my concern that this individual did not seem to have the right parts and let [redacted] know about the very large/heavy/expensive mirror was removed from the wall without speaking to the me first and I was concerned it had been scratched and that this individual did not seem prepared to handle the job. [redacted] did not address these concerns and was instead accusatory and said he did not have his best men on the job today and that was my fault for scheduling the countertop to be installed on this day. When the faucet installer returned from [redacted] and remained in the bathroom until 6pm when he came downstairs and said that he did not purchase the correct parts and that he had to make another trip to [redacted] I called [redacted] regarding the length of the job and my concern regarding the lack of communication. [redacted] pleaded to let the faucet installer remain in our home and finish the job. [redacted] told me it was my fault that I had purchased a complicated faucet and that it wasn't standard. I told [redacted] that I went to the faucet store he recommended and used the individuals name he provided to purchase the faucet so I wasn't sure what I had done wrong. Not once did [redacted] offer an apology or offer to come the house to take a look at the project, he just keep reassuring me that it was probably just fine and I needed to be patient. At this point my husband and I were very concerned with the entire situation and at how Ron was reacting to the situation. The worker was now drilling upstairs. We asked the worker if he was having a problem or needed anything but he said no. My husband asked when he would finish up and explained to him that I was tired and pregnant and that this was taking a very long time and that he thought it better that maybe the faucet installer go home for the night at this point. At 8pm (5 hrs later) the faucet installer came downstairs and said he had finished. I called Ron to discuss the overall situation and payment. I explained my concern with the quality of the job and mirror situation. My husband also spoke to Ron and expressed his concern with the individuals not measuring. Ron again disregarded what we were saying and insisted that the job was fine. I said we do not feel that you have provided us with the service/quality that we were expecting and asked what he could do to amend the situation. He said I guess I can take off $50 but no more than that - he insisted that everything was done perfectly and that it was our fault for purchasing the wrong faucet, that he had done us a favor and the payment was hardly covering the cost for the granite. My husband asked how can you say that - you have not even seen the job or offered to come by or had anyone inspect the work. Ron then said fine I can come by tomorrow . My husband and I both said that we work full time and will not be home the next day and that we had to take the day off today for the installment. Ron said the job was fine and he needed payment in full or the faucet installer would not leave our home. He made the faucet installer remain at our home until payment was made. I was very concerned that this individual would not leave our home this night. Prior to all of this occurring, we were planning to pay cash for the job. However, due to the unprofessionalism of Ron, I was not trusting of this individual or the company's integrity and I asked the faucet installer if I were to pay cash if he would give me a receipt. He said no. I said then I won't be paying cash. I did not know what else to do in the situation or how to get this individual to leave our home. I said I will write you a check for $700 so that I had a money trail for my own records. That was the $750 owed subtract the $50 to be taken off. I wrote the check and gave it to the faucet installer who finally left our home at this time. Ron then called me back again asking why we had not paid cash. I explained that I was not trusting at this point and would not do that without being provided a receipt upon payment. He said he would send a receipt the next day. The next day, I received an invoice for a charge of $775.00 and an additional $26.75 in materials from [redacted] totaling $801.75 subtracting the $700 which we had already paid by check. I am appalled at how this individual handles his business. I would not welcome him or anyone else from his company back into my home. At this point, he offers a project manager to come see the job or a licensed plumber. I am unsure why a licensed plumber wasn't used in the first place? And why a project managers view point/opinion was not provided on the day of installation or prior? I want a discount on the price based on the aforementioned situation. The time frame to complete the project, the close proximity of the holes drilled in the granite to the backsplash lacking room to raise the drop pin, the removal of mirror without permission, lack of expertise/quality of installation and unprofessional behavior.
Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Contact Name and Title: Owner This whole sale was done over the phone and by e-mail. This project involves replacing a bathroom Counter Top and faucet. My [redacted] went there to take measurements for the length,... width and where the holes for the faucet are. All which he did and successfully installed the counter top. My Faucet installer came there later at 3:00pm to install the faucet, but was an hour early and my client was not home. So I called her to let her know he was there. she arrived at around 3:30 or 4:00pm He had to go to home [redacted] twice to get the necessary parts to install the faucet. The new sink and faucet is not going to match up, hence the trips to home depot. All the time that he was installing the faucet, the client was constantly harassing me about how long this installation was taking and that my faucet installer doesn't know what he is doing. I Asked her to please be patient and let him finish. Which he did. When it came time to pay for the services,the Granite counter top and the Materials to install the faucet correctly, she and her Husband were telling me that they wanted a discount and that they were not going to pay me for my services, attacking the way I do business, saying that this faucet should only take an hour or so not 4 or 5 hours. And said that it wasn't done right at which point I asked if I can come over there tomorrow to see just what it is that they are unhappy with so we can fix it. She said no we don't want you here as far as we're concern you have been paid and we are done. The agreement was as follows; $700. for the Granite counter top & 75.00 for the sink installation totaling $775.00 due upon completion of job. She asked me if she gave me cash could I give her a discount, I said fine just $25.00 Making it a total of $750.00. All was agreed to give the money in an envelope to my worker when he completed the job. After her and her Husband were badgering and haggling, and trying to short change me. Telling me what they are going to give me only $700.00 in cash which she gave to my worker, then asked him for a receipt, he told her that I will give her a receipt in the morning when the office opens, at my worker's amazement she grabbed the Money out of his hands, and gave him a check for $700.00 Shorting me $75 plus the materials $26.75 for the faucet installation. I called her immediately asking her why did you grab the money out of my worker's hand she said because I'm a liar and will not give her a receipt and that she doesn't trust me. I told her I will give her an invoice first thing in the morning, Which we did as we always do. I let her know on the invoice that she still owes a balance of; $101.75 it is at this point I believe she contacted BBB To Discredit my Business in her raging attempt to get a discount for work that she claims is not done right. To resolve this I need My Project Manager to see the job to see what it is that they feel is not right,. than if there is something wrong I will send my license Plumber to fix it. I Then want my full payment as we originally agreed on. The balance of $101.75 And I want her to apologize to me for all the Slandering of my company that she so carelessly blurted out. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We hired Harmonious to install a granite countertop in our bathroom. I spoke with Ron and sent him pictures of the counter. A few days later someone who spoke very little English came to the house to measure. He didn't provide much information but said they would get the job done and that he would be back in a few days to install the granite and Ron emailed me and told me to pick up a faucet so that they could install that as well. He recommended a faucet store in Niles. We picked up the faucet from the store which was recommended and had it at the home on the day of install. [redacted] emailed and said the countertop would be installed and then a plumber would come by and install the faucet after that. The individual who showed up (a new individual, not Ron and not the man who had come by to measure) at 9am to install the counter also spoke very little English. He took a quick look at the faucet and then proceeded to install the granite and drill holes for the faucet - I did not see any measurements taken. He drilled the holes very close to the backsplash so that there was minimal room. He then acted confused and said he thought he was installing the faucet. I said that [redacted] told me that a plumber was coming by to do this. I then had to contact [redacted] because he never followed up with me to tell me when the plumber was going to come by that day. He called later in the afternoon to say the plumber would be there at 4pm. He then called me at 2:45pm and then again at 3pm saying that the plumber had arrived and I needed to let him inside. At 3pm I spoke with [redacted] and said that I was at the grocery store and that I could be home in 10 minutes to let him in. I arrived home at 3:10 and let him inside. This individual was in the bathroom for an hour when I went up to check if everything was okay. I saw that he had removed a very expensive mirror from the bathroom wall without permission and it was propped on the floor in the bathroom. He then murmured that he didn't have the right parts and would need to make a trip to [redacted] I called [redacted] to ask if this individual was a licensed plumber. He said no, that would be expensive. I voiced my concern that this individual did not seem to have the right parts and let [redacted] know about the very large/heavy/expensive mirror was removed from the wall without speaking to the me first and I was concerned it had been scratched and that this individual did not seem prepared to handle the job. [redacted] did not address these concerns and was instead accusatory and said he did not have his best men on the job today and that was my fault for scheduling the countertop to be installed on this day. When the faucet installer returned from [redacted] and remained in the bathroom until 6pm when he came downstairs and said that he did not purchase the correct parts and that he had to make another trip to [redacted] I called [redacted] regarding the length of the job and my concern regarding the lack of communication. [redacted] pleaded to let the faucet installer remain in our home and finish the job. [redacted] told me it was my fault that I had purchased a complicated faucet and that it wasn't standard. I told [redacted] that I went to the faucet store he recommended and used the individuals name he provided to purchase the faucet so I wasn't sure what I had done wrong. Not once did [redacted] offer an apology or offer to come the house to take a look at the project, he just keep reassuring me that it was probably just fine and I needed to be patient. At this point my husband and I were very concerned with the entire situation and at how Ron was reacting to the situation. The worker was now drilling upstairs. We asked the worker if he was having a problem or needed anything but he said no. My husband asked when he would finish up and explained to him that I was tired and pregnant and that this was taking a very long time and that he thought it better that maybe the faucet installer go home for the night at this point. At 8pm (5 hrs later) the faucet installer came downstairs and said he had finished. I called Ron to discuss the overall situation and payment. I explained my concern with the quality of the job and mirror situation. My husband also spoke to Ron and expressed his concern with the individuals not measuring. Ron again disregarded what we were saying and insisted that the job was fine. I said we do not feel that you have provided us with the service/quality that we were expecting and asked what he could do to amend the situation. He said I guess I can take off $50 but no more than that - he insisted that everything was done perfectly and that it was our fault for purchasing the wrong faucet, that he had done us a favor and the payment was hardly covering the cost for the granite. My husband asked how can you say that - you have not even seen the job or offered to come by or had anyone inspect the work. Ron then said fine I can come by tomorrow . My husband and I both said that we work full time and will not be home the next day and that we had to take the day off today for the installment. Ron said the job was fine and he needed payment in full or the faucet installer would not leave our home. He made the faucet installer remain at our home until payment was made. I was very concerned that this individual would not leave our home this night. Prior to all of this occurring, we were planning to pay cash for the job. However, due to the unprofessionalism of Ron, I was not trusting of this individual or the company's integrity and I asked the faucet installer if I were to pay cash if he would give me a receipt. He said no. I said then I won't be paying cash. I did not know what else to do in the situation or how to get this individual to leave our home. I said I will write you a check for $700 so that I had a money trail for my own records. That was the $750 owed subtract the $50 to be taken off. I wrote the check and gave it to the faucet installer who finally left our home at this time. Ron then called me back again asking why we had not paid cash. I explained that I was not trusting at this point and would not do that without being provided a receipt upon payment. He said he would send a receipt the next day. The next day, I received an invoice for a charge of $775.00 and an additional $26.75 in materials from [redacted] totaling $801.75 subtracting the $700 which we had already paid by check. I am appalled at how this individual handles his business. I would not welcome him or anyone else from his company back into my home. At this point, he offers a project manager to come see the job or a licensed plumber. I am unsure why a licensed plumber wasn't used in the first place? And why a project managers view point/opinion was not provided on the day of installation or prior? I want a discount on the price based on the aforementioned situation. The time frame to complete the project, the close proximity of the holes drilled in the granite to the backsplash lacking room to raise the drop pin, the removal of mirror without permission, lack of expertise/quality of installation and unprofessional behavior.