Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and although I do accept their resolution, MsP***'s (whose name I’m
hearing for the first time) version of what happened on September is
incorrectThe installer did not crack the tile when he drilled the hole and
the tile was not wet during the installationThe holes were drilled by the installer without any damageThe installer confirmed that and the installation
manager later confirmed that as wellThe tile broke
when the installer was screwing the shower door hinge into the wallHe stated that he "overscrewed" the screw causing the tile to break. Also, Ms
P*** must have misunderstood what she was told from the installation manager (as she didn't speak to the tile guy) but
the tile guy did not glue any tilesHe replaced the broken tile with a new one
and used tile grout to set it to the wallFurthermore, the grout could not
have still been wet when the installer was there as the tile guy replaced the tile the week before, at least
days before Bel Pre came to install the doorI can’t speak for why the first
tile broke during the first visit but I’m certain that the sec*** tile broke during the sec*** visit as a result of the
installation managerI’m not sure why
MsP*** is stating inaccurate information to make it sound like the tile guy
was at fault but this damage (on the sec*** visit) was NOT the result
of bad tile work
AdditionallyI understand that the balance was owed upon completion
but doesn’t the homeowner have to sign off that the work is complete to their
satisfaction before that balance is takenI know this is the policy because when
I spoke with the estimator he told me that I should have been asked sign
paperwork when the installers left to authorize them to take the balance from
my credit card that did NOT happen
Last, I understand and can appreciate that the estimator’s
assistant was out sickMy complaint is not even with herMy complaint is with
the estimator himselfHis assistant being out sick does not explain why he never got back to me like he said he would even after
several attempts to reach out to him
In any event, I do thank Bel Pre for the credit and my receiptsOne thing that is still missing is my warranty information
I was told by the estimator that I should have also received warranty
information for the doorWill that be passed along as well?
Regards,
*** ***
On September 5th our installers went to *** ***'s home to install her shower enclosure. When the installer went to drill a hole in the tile, the tile broke and fell to the floor. This shouldn't have happened. There was no glue behind the tile. Our installer was
unable to complete the install because of this. *** *** then had the tile replaced. We rescheduled the install for September 16th. When our installer went to drill the hole in the tile it cracked because the tile glue was still wet. Our installer was responsible for cracking the tile, but it was how the tile was installed that allowed for it to crack when he was drilling. We were informed by the tile guy that installed her tile that he had glued and grouted her tile in the same day. The tile should have been glued and allowed to set, then grouted to allow for the glue to harden. We needed to wait again for the tile to be replaced and reschedule the install. The installation was finally completed on September 26th. We do believe that this problem was due to bad tile work. Bel Pre however, will be refunding you the $for the cracked tile.
In regards to the balance being charged on your credit card. On the bottom of our proposal are the terms, 1/deposit balance COD. When we collect the 1/deposit unless the customer specifies that they will be paying the balance another way we use the credit card on file. Once the job is completed the installers call this in.
The message you left for the estimator's assistant was received on October 24th as she was out sick. She was unable to look into this before receiving the message from the Revdex.com on October 27th.
Attached above is a copy of *** ***s invoice along with the deposit and balance receipts. We will be crediting her credit card the $tomorrow morning
Should you have any questions I can be reached at ###-###-#### ext. **
Thanks,
Brittany P***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and although I do accept their resolution, MsP***'s (whose name I’m
hearing for the first time) version of what happened on September is
incorrectThe installer did not crack the tile when he drilled the hole and
the tile was not wet during the installationThe holes were drilled by the installer without any damageThe installer confirmed that and the installation
manager later confirmed that as wellThe tile broke
when the installer was screwing the shower door hinge into the wallHe stated that he "overscrewed" the screw causing the tile to break. Also, Ms
P*** must have misunderstood what she was told from the installation manager (as she didn't speak to the tile guy) but
the tile guy did not glue any tilesHe replaced the broken tile with a new one
and used tile grout to set it to the wallFurthermore, the grout could not
have still been wet when the installer was there as the tile guy replaced the tile the week before, at least
days before Bel Pre came to install the doorI can’t speak for why the first
tile broke during the first visit but I’m certain that the sec*** tile broke during the sec*** visit as a result of the
installation managerI’m not sure why
MsP*** is stating inaccurate information to make it sound like the tile guy
was at fault but this damage (on the sec*** visit) was NOT the result
of bad tile work
AdditionallyI understand that the balance was owed upon completion
but doesn’t the homeowner have to sign off that the work is complete to their
satisfaction before that balance is takenI know this is the policy because when
I spoke with the estimator he told me that I should have been asked sign
paperwork when the installers left to authorize them to take the balance from
my credit card that did NOT happen
Last, I understand and can appreciate that the estimator’s
assistant was out sickMy complaint is not even with herMy complaint is with
the estimator himselfHis assistant being out sick does not explain why he never got back to me like he said he would even after
several attempts to reach out to him
In any event, I do thank Bel Pre for the credit and my receiptsOne thing that is still missing is my warranty information
I was told by the estimator that I should have also received warranty
information for the doorWill that be passed along as well?
Regards,
*** ***
On September 5th our installers went to *** ***'s home to install her shower enclosure. When the installer went to drill a hole in the tile, the tile broke and fell to the floor. This shouldn't have happened. There was no glue behind the tile. Our installer was
unable to complete the install because of this. *** *** then had the tile replaced. We rescheduled the install for September 16th. When our installer went to drill the hole in the tile it cracked because the tile glue was still wet. Our installer was responsible for cracking the tile, but it was how the tile was installed that allowed for it to crack when he was drilling. We were informed by the tile guy that installed her tile that he had glued and grouted her tile in the same day. The tile should have been glued and allowed to set, then grouted to allow for the glue to harden. We needed to wait again for the tile to be replaced and reschedule the install. The installation was finally completed on September 26th. We do believe that this problem was due to bad tile work. Bel Pre however, will be refunding you the $for the cracked tile.
In regards to the balance being charged on your credit card. On the bottom of our proposal are the terms, 1/deposit balance COD. When we collect the 1/deposit unless the customer specifies that they will be paying the balance another way we use the credit card on file. Once the job is completed the installers call this in.
The message you left for the estimator's assistant was received on October 24th as she was out sick. She was unable to look into this before receiving the message from the Revdex.com on October 27th.
Attached above is a copy of *** ***s invoice along with the deposit and balance receipts. We will be crediting her credit card the $tomorrow morning
Should you have any questions I can be reached at ###-###-#### ext. **
Thanks,
Brittany P***