Customer is correct in that I was thinking of another customer that we did at Canyon Lake that same week. It wasn't till I got back from vacation (gone three weeks) that my employee and I pulled the work orders that were at my CPAs office. That being said the pix show that at some point the grout was recolored and that's what is coming up. On our contracts it clearly says that 100% stripping of was, lacquer, sealant acrylic is not guaranteed. Now I talked to [redacted] and he said you were fully aware but didn't want to pay the additional cost to re-stain your grout which is what needs to happen. I'm more than willing for the additional cost to come do that work myself for you. I will discount the cost by 10% but will not get on my hands and knees and stain all your grout for free. We charge $1.50 per sq ft to stain seal grout. I'm really sorry that all the color wasn't removed and it probably never will be that's why it needs to be recolored it's just we can't do that much work for free .I can send you $100 back on the job if you want to find another contractor?
PONIT#1 Yes there was a failure on the garage floor which we fixed at no cost to the customer and yes it did take us some time to get back out as we are small company, just two of us. We have never had a garage floor failure in 10 years.....and I do believe is was caused by them driving on...
the garage floor before it had time to cure but no big deal we did get it corrected at no cost to your husband. Why would you even bring it up???? Point#2 YOUR HUSBAND (THE ONE WE HAD THE CONTRACT WITH AND DEALT WITH ON A DAY TO DAY BASIS AS WELL AS HIM SIGNING THE CONTRACTS SAYING HE WAS SATISFIED WITH WORK! TOLD US NOT TO WORRY ABOUT THE OVERSPRAY in the garage because he was having the garage painted??????????????? It's was a very little paint overspray and no physical damage!!!!! YOU LIE that5 you had to paint it because of us......I'll take a lie detector test at my cost to prove your husband said he was having it painted and don't worry about itPOINT # 3. Damage to your driveway??? It was slurry from the concrete grind in the garage that was cleaned off......NO Damage was done to your concrete??????! POINT #4. You call and leave message last night that you are going to sue me and threaten me saying you know people. Every single time you call you are just the rudest person...one of the rudest I have dealt since I've been is business. I didn't know that [redacted] had corresponded with you about the stain seal. He has been in the Hospital. [redacted] is an outstanding young man and I'm proud he has been my employee for 10 years. I told him to text you with my work email and address each issue you have so I have a hard copy of everything so that when you SUE me I'll have it. POINT #4 THE ONLY TIME WE HAVE DEALT WITH YOU is when you call in a hectic state and are rude. I got a phone call last night???? I have not talked to you in months????????? You said you were in contact with [redacted] and then complain that I don't return you phone calls???????? So at this point after we filter thru all the needless complaints is that you need the stain seal fixed............... We usually leave a blt for touch up. Let me know what color and I will order some at no cost to you and mail it to you. Please do not text [redacted] or call my office. email only at [redacted]
Get three estimates to re-apply the stain seal and I will cover 20% of the cost. You said in your message last night you want all your money back or you will sue. I will not refund your money as all the issues you complain about have been taken care except the stain seal. Please do not text [redacted] or call my office. email only at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of offering a refund of $674 within 30 days of July 24th is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] has me confused with another customer. [redacted] & I never spoke on the phone once the appointment was confirmed. I never called to complain about the truck having broke down. I understand things happen - [redacted] kept me in the loop of what was going on with the truck and he told me he would not be returning that day and would have to come back the next day. While disappointed, I understood. I never felt like I was being cheated due to the truck issue. I never said I "had a party to be ready for by the weekend" - the work was initially set for Friday and was completed the next day, Saturday. - requesting that it be done by "Thursday" makes no sense. Also it would not have taken me 2hrs to do a walk thru after the work was completed as the square footage of the work area was roughly only 325sf - see the attached picture of my tiny kitchen. I am not saying the sealer you used is peeling, what's still peeling is the existing sealant that was to be cleaned off the floors with your service. I just want you to call me to resolve. I am not the customer who you are claiming me to be.
Regards,
[redacted]
Test spot was done for this this homeowner just like we do for all our clients before we have them sign anything! We did have issues with our truck mount the first day and my Tech did have to leave to get the truck fixed. Customer called me and said she felt like I should manage my company...
better and suggested because the truck broke down that we were trying to cheat her. I told her on the phone that I can only control what I can control and can't control when the truck breaks down. I also at that point told her that if she feels we are trying to "cheat" her maybe she should find another company. She said no and go ahead "she has a party this weekend and has to have it done by Thursday...once the truck gets fixed which we did! My gut told me to have her find another company...should have listened to my gut. Job was done she did a 2 hours walk thru with the tech to inspect once the job was completed! I have the signed work order saying she was happy with everything. No sealer we use can you peel up off the floor????We use a penetrating sealer that soaks into the grout and stone.
$ 596 for the flooring + $78 for the shower for total of $674. I will refund that amount and have the check in the mail within the next 30 days?
Customer is correct in that I was thinking of another customer that we did at Canyon Lake that same week. It wasn't till I got back from vacation (gone three weeks) that my employee and I pulled the work orders that were at my CPAs office. That being said the pix show that at some point the grout was recolored and that's what is coming up. On our contracts it clearly says that 100% stripping of was, lacquer, sealant acrylic is not guaranteed. Now I talked to [redacted] and he said you were fully aware but didn't want to pay the additional cost to re-stain your grout which is what needs to happen. I'm more than willing for the additional cost to come do that work myself for you. I will discount the cost by 10% but will not get on my hands and knees and stain all your grout for free. We charge $1.50 per sq ft to stain seal grout. I'm really sorry that all the color wasn't removed and it probably never will be that's why it needs to be recolored it's just we can't do that much work for free .I can send you $100 back on the job if you want to find another contractor?
PONIT#1 Yes there was a failure on the garage floor which we fixed at no cost to the customer and yes it did take us some time to get back out as we are small company, just two of us. We have never had a garage floor failure in 10 years.....and I do believe is was caused by them driving on...
the garage floor before it had time to cure but no big deal we did get it corrected at no cost to your husband. Why would you even bring it up???? Point#2 YOUR HUSBAND (THE ONE WE HAD THE CONTRACT WITH AND DEALT WITH ON A DAY TO DAY BASIS AS WELL AS HIM SIGNING THE CONTRACTS SAYING HE WAS SATISFIED WITH WORK! TOLD US NOT TO WORRY ABOUT THE OVERSPRAY in the garage because he was having the garage painted??????????????? It's was a very little paint overspray and no physical damage!!!!! YOU LIE that5 you had to paint it because of us......I'll take a lie detector test at my cost to prove your husband said he was having it painted and don't worry about itPOINT # 3. Damage to your driveway??? It was slurry from the concrete grind in the garage that was cleaned off......NO Damage was done to your concrete??????! POINT #4. You call and leave message last night that you are going to sue me and threaten me saying you know people. Every single time you call you are just the rudest person...one of the rudest I have dealt since I've been is business. I didn't know that [redacted] had corresponded with you about the stain seal. He has been in the Hospital. [redacted] is an outstanding young man and I'm proud he has been my employee for 10 years. I told him to text you with my work email and address each issue you have so I have a hard copy of everything so that when you SUE me I'll have it. POINT #4 THE ONLY TIME WE HAVE DEALT WITH YOU is when you call in a hectic state and are rude. I got a phone call last night???? I have not talked to you in months????????? You said you were in contact with [redacted] and then complain that I don't return you phone calls???????? So at this point after we filter thru all the needless complaints is that you need the stain seal fixed............... We usually leave a blt for touch up. Let me know what color and I will order some at no cost to you and mail it to you. Please do not text [redacted] or call my office. email only at [redacted]
Get three estimates to re-apply the stain seal and I will cover 20% of the cost. You said in your message last night you want all your money back or you will sue. I will not refund your money as all the issues you complain about have been taken care except the stain seal. Please do not text [redacted] or call my office. email only at [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of offering a refund of $674 within 30 days of July 24th is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] has me confused with another customer. [redacted] & I never spoke on the phone once the appointment was confirmed. I never called to complain about the truck having broke down. I understand things happen - [redacted] kept me in the loop of what was going on with the truck and he told me he would not be returning that day and would have to come back the next day. While disappointed, I understood. I never felt like I was being cheated due to the truck issue. I never said I "had a party to be ready for by the weekend" - the work was initially set for Friday and was completed the next day, Saturday. - requesting that it be done by "Thursday" makes no sense. Also it would not have taken me 2hrs to do a walk thru after the work was completed as the square footage of the work area was roughly only 325sf - see the attached picture of my tiny kitchen. I am not saying the sealer you used is peeling, what's still peeling is the existing sealant that was to be cleaned off the floors with your service. I just want you to call me to resolve. I am not the customer who you are claiming me to be.
Regards,
[redacted]
Test spot was done for this this homeowner just like we do for all our clients before we have them sign anything! We did have issues with our truck mount the first day and my Tech did have to leave to get the truck fixed. Customer called me and said she felt like I should manage my company...
better and suggested because the truck broke down that we were trying to cheat her. I told her on the phone that I can only control what I can control and can't control when the truck breaks down. I also at that point told her that if she feels we are trying to "cheat" her maybe she should find another company. She said no and go ahead "she has a party this weekend and has to have it done by Thursday...once the truck gets fixed which we did! My gut told me to have her find another company...should have listened to my gut. Job was done she did a 2 hours walk thru with the tech to inspect once the job was completed! I have the signed work order saying she was happy with everything. No sealer we use can you peel up off the floor????We use a penetrating sealer that soaks into the grout and stone.