Helsel Home Remodeling

Dear Ms. [redacted]:I am writing in response to a complaint from [redacted] against Helsel Home Remodeling.I am a second-generation carpenter and have owned my own business for 20 years. This is the first customer that I have ever had an issue arise that I could not resolve to the benefit of both my...

company and my customer. I, with certainty, went above and beyond to try and resolve any issues with this customer. Upon request, I would gladly provide customer reviews/references as to my business integrity.I will discuss the specific concerns of the customer below.Installation of the kitchen floor was discussed prior to beginning any installation. We recommended not to install tile on the existing floor because there was a 1 inch sag in the center of the floor. The porcelain tile that the customer had personally purchased over the internet was of poor quality. On further inspection of the tile, the quality was poor, to say the least. It was out of square and defective (when laid on the floor all surfaces of the tile were not touching the floor). The customer ignored our advice not to install the defective tile and insisted on us to proceed. We proceeded to install a 6 foot section of tile laid for the customer to see to demonstrate the defective quality of the tile and the problems with the existing floor. After the customer inspected the section of tile we installed, they again insisted on proceeding, against our advice, and the porcelain tile was installed.As far as the accusation that we “damaged” the kitchen cabinets, I with certainty can assure you that the cabinets were installed without any damage from our installers. The cabinets were purchased by the customer, arrived in a cardboard box, were assembled by the customer, and transported by the customer to the kitchen area by their pick-up truck. I can, with certainty, state that the cabinets were installed in a professional manner.There was a complaint about us constructing “new walls.” There were no walls constructed by this contractor. We did install drywall, but the drywall was hung over existing framing not framed by Helsel Home Remodeling.In regards to any plumbing that was completed or any issues with damage done during plumbing, Helsel Home Remodeling is not responsible for this as the plumbing work was done by an independent contractor and not by Helsel Home Remodeling. Helsel Home Remodeling never informed the customer “not to worry” about any issues with the plumbing as we were not under contract to do the plumbing.As far as the handicapped accessible complaint, our contract (which is enclosed) clearly states in line 1 that we were to tear out the existing tub/shower and install a new walk-in shower with hand rails and hand-held shower unit with shower curb approximately 3-1/2 inches from floor. As you will see from said contract, the customer signed and dated these specifications, agreeing upon the installation of the stock shower with the 3-1/2 inch lip.In closing, the customer withheld $5000 that was agreed upon on the original contract as well as $3000 worth of extras that were unpaid to Helsel Home Remodeling.If you have any other questions or concerns, I would be more than happy to discuss with you.Sincerely, Justin H[redacted]Helsel Home RemodelingEnclosures (2)