Liberta Restaurant

Complaint: [redacted] I am rejecting this response because:They have not addressed the problemI am not complaining about the floor or the tileThe shower is leaking and I want it fixed Regards, [redacted]

I’m sorry we are responding slowly and I think we may have misunderstood your letter above dated 2/29/It states that we needed to provide a written response within daysIt doesn’t say days from 2/17/so I was assuming that you meant days from the date of the letter (2/29)So I
though we still had a little time to get our response in*** *** has prepared a timeline for me on this matter and I need to interview one of my staff members who has been working with this homeownerWe will get the response to you on MondayWe are hopeful that you will not need to escalate and we certainly did not mean to make your job more difficultThanks for your help and look forward to getting this resolved as best we can*** ***
*** ***@AustinHi-Tech.com (512)326-office *** *** Austin Hi-Tech Restoration, IncP.OBox Austin, TX "Restoring Lives After a Loss"

3/9/Dear, *** *** Revdex.com Review Specialist RE: *** Revdex.com Complaint *** August 16th, 2012: Client contracted Austin Hi-Tech (AHT) to take down old shower including glass enclosure. Client later decided to expand the shower which made his old glass enclosure not fit. Resetting the old glass enclosure and metal glass frame was removed from the AHT contract and the client hired a glass company directly (“Their Glass Contractor”) to install the glass enclosure and metal frameThis was done outside of AHT’s contract and was contracted independently by the homeowner with “Their Glass Contractor”. During repairs the client pointed out cracked tile and grout on the bathroom floorRepairing the tile floor was not a part of our scope of work but the client said that we had damaged itAustin Hi-Tech repaired the cracked floor tile and grout to ensure the customers satisfaction February 6, 2013: A Certificate of Satisfaction was signed by the client stating all work had been completed to their satisfactionThere was no cracked tile or grout on the bathroom floor at that time August 29, 2013: 1st Claim Made by Client - (Stain on the ceiling in the dining room below the upstairs bathroom, discolored grout on the outside of the shower near the tub [Point “A” on picture and diagram], and cracked tile on the bathroom floor) Action Taken to Resolve: Austin Hi-Tech dispatched a Water Technician to take moisture readings and see if the sheetrock on the ceiling was wetThe sheetrock was not wet and the stain did not appear to be from waterA Licensed Plumber came to the home, inspected all plumbing associated with the shower and performed a shower pan testThe shower pan passed the shower pan test and there were no other leaks or plumbing issues foundWe had the tile setters re-caulk the tile grout at the in-corners and do some cosmetic grout repairs in the showerWe also painted over the stain on the dining room ceiling even though we were pretty certain that this stain was not from an active leakThe paint work was provided to the client as a courtesy to ensure their satisfactionThere were new cracks to the tile and grout on the bathroom floor that were not present when the certificate of satisfaction was signed in February of The tile floor was not a part of our contract but the client said that these cracks were our responsibilityWe informed the client that the subfloor was moving due to decay or improper installation and that we did not install this tile floor originally so we weren’t responsible for its movementBut as a courtesy to the homeowner and to ensure his satisfaction we repaired the cracked floor tile and grout even though it was outside of our scope of work June 2014: 2nd Claim Made by Client (The spot on the dining room ceiling had come back, discolored grout on the outside of the shower near the tub [Point “A” on picture and diagram], and cracked tile on the bathroom floor) Action Taken to Resolve: Austin Hi-Tech dispatched a Water Technician to take moisture readings and see if the sheetrock on the ceiling was wetThe sheetrock was not wet and the stain did not appear to be from waterWe felt that the original stain had blead back through the new paint and become noticeable again (which can happen depending on the source of the stain), but was not being caused by an active leak because once again it was not wet. Again, as a courtesy we painted the stain on the dining room ceiling, except this time we used an oil based sealer to ensure that the stain would not bleed through againThere were new cracks to the tile and grout on the bathroom floor that were not present when the tile floor had last been repaired by us in August of The tile floor was not a part of our contract but the client said that these cracks were our responsibilityWe informed the client that the subfloor was moving due to decay, improper installation, or the lack of reinforcing cement boardWe also informed the client that we did not install this tile floor so we weren’t responsible for its movementThe homeowner insisted that the subfloor was solid, properly installed and reinforced with cement board, and that we had caused these new cracksWe agreed to once again repair the client’s tile floor as a courtesy and to ensure his satisfactionDuring this repair we documented the state of his subfloorHis subfloor in the bathroom was rotten and was improperly installed with no reinforcing cement board, it instead had a thin layer of mortar “float” which breaks up easily and provides no structural strength to the floor(See June picture of rotten decking and broken “float” attached). December 2014: 3rd Claim Made by Client (discolored grout on the outside of the shower near the tub [Point “A” on picture and diagram]) Action Taken to Resolve: Austin Hi-Tech dispatched a Water Technician who took moisture readings and tried to look for a leakThere were no areas or materials found with elevated moisture content per his readingsThe only damage reported is the same discolored grout at [Point “A”]. Our project manager added additional silicone sealant inside the shower enclosure because there really wasn’t anything else that we could think of to do and the leak had yet to be identified. February 13, 2015: 4th Claim Made by Client (Client’s wife discovered water was getting into the metal frame of the glass enclosure which was installed by “Their Glass Contractor” and leaking to the floor) Action Taken to Resolve: The client told our project manager that he could see where the leak was coming from and it happens only when his wife is taking a showerHis wife is much smaller than he is and she doesn’t block as much water from hitting the glass panel which was installed by “Their Glass Contractor”Our Project Manager observed water entering the glass track on tub side of the showerThere is a black gasket that is supposed to prevent water from entering this glass track, it had failed and the water was getting inside. The water then would travel along the inside of the glass track to where it meets the vertical metal trim at the corner that creates the glass shower door jambThe water would then run down the inside of the glass shower door jamb and land on top of the curb which is outside of the shower and is [Point “A”] in the photos and on the diagramThis clearly is the cause of the leak that is causing the grout discolorationThis leak is running down from above, within the trim of the glass enclosure, and landing at the exact spot of the discoloration [Point “A”] Our Project Manager advised the client that the issue is being created by the glass enclosure which was not a part of our contractOur project manager informed the client that they will need to contact “Their Glass Company” to address this issue(See attached Pictures taken in February of which show the identified leak at [Point “A”] and our Drawing of the Glass Shower Enclosure) August 2015: 5th Claim Made by Client (discolored grout on the outside of the shower near the tub [Point “A”] and cracked tile on the bathroom floor) Action Taken to Resolve: Austin Hi-Tech sent our Operations Manager, two project managers, and a tile installer to get another opinion on the issue. Once again we determined that water was getting into the metal glass frame due to a gasket failure on the glass panel in questionWe inform the client that this is still an issue that the client needs to take up with “Their Glass Company”The client stated that “Their Glass Company” wouldn’t call him back or help him any further in this situation due to the fact that their warrantee had expired Austin Hi-Tech had the tile installer on scene applied additional silicone to the metal frame even though we knew that the leak was caused by the work of “Their Glass Company”This was done as a courtesy to the client and to ensure his satisfactionThere were new cracks to the tile and grout on the bathroom floor that were not present when the tile floor had last been repaired by us in June of The client again stated these cracks were our responsibilityWe again informed the client that the subfloor was moving due to decay, improper installation, or the lack of reinforcing cement board and that we did not install this tile floor so we weren’t responsible for its movementThe homeowner insisted that the subfloor was solid properly installed and reinforced with cement boardOur Operations Manager then informed the client that we have pictures that prove that there is no cement board present below his tile floor, and that the floor is simple sitting on floor float which has no structural valueOur Operations Manager also explained to the client that the photographs show that the plywood floor decking is also rottenOur Operations Manager further explained that the continually cracking floor tile and grout is due to the movement created when someone steps on this rotten decking that has not reinforcement for structural rigidityIt is my understanding that this claim has finally been dropped by the client due to the evidence that we have presented Concerning the pictures and diagram attached:[Point “A”] is on the outside of the showerIt is on top of and next to the tile curb which is adjoining the base of the bathtubThis is where the continual grout stains are that the client wants us to remedy in some wayThis is also where we have documented that water runs down from inside of the glass enclosureThis leak is due to a failure of the glass enclosure that was installed by “Their Glass Contractor”The white arrow labeled “A” is aiming at water drops that have collected on the curb after running out of the vertical trim that creates the glass shower door jambThis was witnessed by my project manager, the client, and his wife. [Point “B”] is where the metal track that is collecting water meets the vertical trim that creates the glass shower door jambFrom [Point “B”] the water runs down to [Point “A”] The picture of the rotten plywood subfloor was taken in June of We replaced tile and repaired grout on this floor on three different occasions between August of and June of 2014, this is a month time frameDuring that time we would repair their floor and then months later they would call us because it had cracked out againThe repairs to this tile floor were not in our contractMovement created by people walking on the tile above this rotten deck is what was causing the continual cracks to the floorThe rotten deck and improper installation of this floor was a pre-existing condition that was present before we started our repairs in their homeWe continued to make these tile repairs as a courtesy and in an attempt to gain the clients satisfaction. We have advised the client of the source of the leak and are have exhausted efforts to address his complaintIf the Revdex.com feels that we have not responded to the client and honored our contract, we are open to the Revdex.com’s suggestion on how to resolve. Thank you, *** ***PresidentAustin Hi-Tech Restoration, Inc.*** *** ***

Complaint: [redacted]
I am rejecting this response because:They have not addressed the problem. I am not complaining about the floor or the tile. The shower is leaking and I want it fixed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: There is no response yet.
Regards,
[redacted]