Masterpiece Refinishing LLC

In response to Mrs [redacted] complaint we have on multiple occasions tried to resolve her issueOur first conversation with her was about paint on her floorWe take every care in making sure someone's domicile is left the same way when we enter it Sometimes refinishing dust tends to settle later and we assume that was the case in her bathroom We found this was not the case, the paint left on her floor was not from our materials, but from latex paint left from other contractors Since she seemed nice we went ahead and cleaned it up for her anyway at no charge Her first comment in regards to the work losing its shine was in regards to the bottom of the tub and not the entire tubWe explained to her that the bottom of the tub has a skid resistant surface that she requested will not be as smooth or as shiny as the rest of her tubShe then told us that there was crack in her tubAt that point, we set an appointment to come out She missed that appointment and had not called to reschedule prior to us showing up We went out again a few days later to inspect the problem only to find that the crack was only human hair and that the bottom still had it skid resistant surfaceWe explained to her again that the bottom of the tub will not be as shiny as the rest of the tub because the surface is textured to prevent slippingAt the time, she seemed fine with the answer, and in the weeks following because she would call just to have a conversation In August she called and rose the issue of the shininess of the tub and that another crack appearedShe told us that she tried using soft scrub and scrubbing bubbles to make it shine again and wanted us to come out and inspect itWe told her that the trip is too far to make for just a quick visit if she feels that the bottom of the tub looks uncleanWe recommended to her she can also use dishwasher soap to clean up the oils and soap sm that come from her bath products that can settle on a textured surfaceWe also asked her to send us a picture of her tub and we can assess it that way as wellWe have not received any emails or texts in regards to that statement Beginning of September complaining of same problem she called again and we again recommended she send us a picture of her tub to assess the issue because the trip is too far especially if she forgets the appointment again She threatened to sue us unless we came out to redo her tub At that point conversation was over, we got on the phone with her son and explained to him the situation and he instructed us that she may be suffering from certain health problems that allows her to lose her temper from time to time and that when she calls not to answer her callsHe said he would call us if there is a true problem and set an appointment time to resolve any issue and we agreed to that We would gladly come out and fix any legitimate issues, but unfortunately we believe this may be a situation of her wanting visitors

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I cannot rely on this company to repair the damageIt has taken me too long and much hassle for them to honor their guaranteeAs my complaint has been verified, I do not see the need for a home visitThe company should have done this when I first asked.Please have them refund my money Regards, [redacted] ***

Thank you for submitting the requested picturesUpon review we would like to set up a time to come and take care of your issueThe first available dates are Monday May 23rd or Friday May 27thPlease choose one that is convenient for youContact us directly to inform us of your choice and or if you need to rescheduleWe require at least hours notice if cancelling your appointment time Thank you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I cannot rely on this company to repair the damageIt has taken me too long and much hassle for them to honor their guaranteeAs my complaint has been verified, I do not see the need for a home visitThe company should have done this when I first askedPlease have them refund my money Regards, [redacted] ***

Thank you for submitting the requested picturesUpon review we would like to set up a time to come and take care of your issueThe first available dates are Monday May 23rd or Friday May 27thPlease choose one that is convenient for youContact us directly to inform us of your choice and or if you need to rescheduleWe require at least hours notice if cancelling your appointment time. Thank you!

In response to Mrs*** complaint we have on multiple
occasions tried to resolve her issueOur first conversation with her was about
paint on her floor
"">We take every care
in making sure someone's domicile is left the same way when we enter it
Sometimes refinishing dust tends to settle later and we assume that was the
case in her bathroom
We found this was not the case, the paint left on her floor
was not from our materials, but from latex paint left from other contractors
Since she seemed nice we went ahead and cleaned it up for her anyway at no
charge
Her first comment in regards to the work losing its shine
was in regards to the bottom of the tub and not the entire tubWe explained to
her that the bottom of the tub has a skid resistant surface that she requested
will not be as smooth or as shiny as the rest of her tubShe then told us that
there was crack in her tubAt that point, we set an appointment to come out
She missed that appointment and had not called to reschedule prior to us
showing up
We went out again a few days later to inspect the problem
only to find that the crack was only human hair and that the bottom still had
it skid resistant surfaceWe explained to her again that the bottom of the tub
will not be as shiny as the rest of the tub because the surface is textured to
prevent slippingAt the time, she seemed fine with the answer, and in the weeks
following because she would call just to have a conversation
In August she called and rose the issue of the shininess of
the tub and that another crack appearedShe told us that she tried using soft
scrub and scrubbing bubbles to make it shine again and wanted us to come out
and inspect itWe told her that the trip is too far to make for just a quick
visit if she feels that the bottom of the tub looks uncleanWe recommended to
her she can also use dishwasher soap to clean up the oils and soap sm that come
from her bath products that can settle on a textured surfaceWe also asked her
to send us a picture of her tub and we can assess it that way as wellWe have
not received any emails or texts in regards to that statement
Beginning of September complaining of same problem she called again and we again recommended she
send us a picture of her tub to assess the
issue because the trip is too far especially if she forgets the appointment again
She threatened to sue us unless we came out to redo her tub
At that point conversation was over, we got on the phone with her son and
explained to him the situation and he instructed us that she may be suffering
from certain health problems that allows her to lose her temper from time to time and that when she calls not
to answer her callsHe said he would
call us if there is a true problem and set an appointment time to resolve any issue and
we agreed to that
We would gladly come out and fix any legitimate issues, but
unfortunately we believe this may be a situation of her wanting visitors

Thank you for submitting the requested pictures. Upon review we would like to set up a time to come and take care of your issue. The first available dates are Monday May 23rd or Friday May 27th. Please choose one that is convenient for you. Contact us directly to inform us of your choice and or if you need to reschedule. We require at least 24 hours notice if cancelling your appointment time.
 
Thank you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I cannot rely on this company to repair the damage. It has taken me too long and much hassle for them to honor their guarantee. As my complaint has been verified, I do not see the need for a home visit. The company should have done this when I first asked.
Please have them refund my money.
Regards,
[redacted]

In response to Mrs. [redacted] complaint we have on multiple
occasions tried to resolve her issue. Our first conversation with her was about
paint on her floor. We take every care
in making sure someone's domicile is left the same way when we enter it.
Sometimes refinishing dust tends to settle...

later and we assume that was the
case in her bathroom.
We found this was not the case, the paint left on her floor
was not from our materials, but from latex paint left from other contractors.
Since she seemed nice we went ahead and cleaned it up for her anyway at no
charge.
Her first comment in regards to the work losing its shine
was in regards to the bottom of the tub and not the entire tub. We explained to
her that the bottom of the tub has a skid resistant surface that she requested
will not be as smooth or as shiny as the rest of her tub. She then told us that
there was crack in her tub. At that point, we set an appointment to come out.
She missed that appointment and had not called to reschedule prior to us
showing up.
We went out again a few days later to inspect the problem
only to find that the crack was only human hair and that the bottom still had
it skid resistant surface. We explained to her again that the bottom of the tub
will not be as shiny as the rest of the tub because the surface is textured to
prevent slipping. At the time, she seemed fine with the answer, and in the weeks
following because she would call just to have a conversation.
In August she called and rose the issue of the shininess of
the tub and that another crack appeared. She told us that she tried using soft
scrub and scrubbing bubbles to make it shine again and wanted us to come out
and inspect it. We told her that the trip is too far to make for just a quick
visit if she feels that the bottom of the tub looks unclean. We recommended to
her she can also use dishwasher soap to clean up the oils and soap sm that come
from her bath products that can settle on a textured surface. We also asked her
to send us a picture of her tub and we can assess it that way as well. We have
not received any emails or texts in regards to that statement.
Beginning of September complaining of same problem she called again and we again recommended she
send us a picture of her tub to assess the
issue because the trip is too far especially if she forgets the appointment again.
She threatened to sue us unless we came out to redo her tub.
At that point conversation was over, we got on the phone with her son and
explained to him the situation and he instructed us that she may be suffering
from certain health problems that allows her to lose her temper from time to time and that when she calls not
to answer her calls. He said he would
call us if there is a true problem and set an appointment time to resolve any issue and
we agreed to that.
We would gladly come out and fix any legitimate issues, but
unfortunately we believe this may be a situation of her wanting visitors.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I cannot rely on this company to repair the damage. It has taken me too long and much hassle for them to honor their guarantee. As my complaint has been verified, I do not see the need for a home visit. The company should have done this when I first asked.Please have them refund my money.
Regards,
[redacted]