Modern Homes, Inc.

Initial Business Response /* (1000, 5, 2015/06/12) */
Contact Name and Title: *** *** *** Office Mana
Contact Phone: ***
Contact Email: ***@modernrebath.com
I am uncertain why this client filled a complaint before he gave us the chance to come and look at these issuesUpon
completion of his work he signed off on a checklist that all work was completed to his satisfactionWe did visit the property yesterday and have agreed to replace his counter top for him and this has been orderedMy installer did not notice any scratches when he was at the house and while reviewing the project with the client before he leftRegarding the paint, I met with this client directly to choose paint and there was no mention that he wanted an eggshell finish or to my salesmanThe type of paint we used is the same paint we use on every bathroom projectNothing specific was requested and the bathroom had been painted for a week before he questioned the finishWe did not do any work on the bottom of the client's tubWe had a contract to re-caulk his tubThe only product that was used was a cleaner that was used on the whole tub and would not discolor anythingWe believe this spot was there prior to us doing the workI offered to try to assist him in contacting the tub manufacturer if he is having a issue with the finish of the tub liner he had installed many years backWe were just hired to remove and replace the old caulk around the edges of the wallsI have the contract and the checklist that the homeowner signed off on his work if neededI will install a new top for them as soon as it arrives in to me and am happy to answer any other questions

Thank you for allowing us the opportunity to respond to this complaint.  We have tried to give this client several options to address any concerns they have.  Here is a copy of a letter we sent them last and have not heard back. You can see in here the options we have offered them and what...

instances have occurred.  This letter was sent to the client and explains there complaints and our responses to them and resolutions that we offered them.   They have not responded and still owe us a balance due as well.   Please let us know any questions that you may have on this."Good Afternoon Mr. and
Mrs. [redacted] you have filed complaints about our company and I want to address
these claims with you in writing.  I will also address them with the
Revdex.com as well.  You complained about
the toilets that you choose for your bathroom remodeling.  These toilets
were the exact ones you ordered with our company but since you did not like
them after they were installed we tried to offer you a resolution and ordered
new toilets in a different brand that you choose and had them delivered to our
office.  When we called to schedule the installation of them you declined
saying you did not want them any longer.  We then offered to have you go
to our professional plumbing supply house to see toilets on the showroom floor
so you could be sure what you ordered you would like and you declined that as
well.  You said that you wanted to keep the toilets you originally had and
were happy with them.  I don’t know what else our company could have done
in this situation to try to make you happy or what we did wrong in this
situation. You then said you were
questioning the movement in the shower door glass so we sent out a technician
to see if we could adjust them.  You said then that you were happy with
them and would like a towel bar installed on the inside of the door.  To
try to make you happy we ordered a new custom piece of glass with a towel bar
on it and had that sent to our office.  When we called to schedule this
you then said you did not want the doors and they were unsafe.  We have
tried for 2 days to set up our shower door company to come and look at the
doors but you will not allow us to do that.  You said that you had a
professional company come and tell you the doors we have installed are
unsafe.  Can you please provide us documentation of this visit and their findings
so we can submit that to our shower door company since you won't allow our shower door company to come and look at the door?The only other option
we can offer is to remove these doors per your request. We don’t feel there is any justification
in your claims about these doors especially due to the fact that you won’t
allow us to even have the doors looked at to assess if there is any issue by a
professional.  We will not do this until you confirm that you are aware
that there will be holes in your Re-bath walls from where the shower door was
installed and that those holes will remain there when the door is
removed.  We will refund you $790 dollars as this was the exact cost of
the door and the glass protection.  We will schedule this work when your
false complaints are removed that you made about our company.  You also
have a balance of $395 for one of the toilets that you haven’t paid for. 
We will deduct this from the cost of the shower doors.  If you are having
an issue with the toilet we will set up a service call on this.  We can
send a technician to look at the toilet tomorrow.  We were not notified of
any issue with this toilet not working properly until we asked for you to pay
the balance owed for it. Regarding the issues
you have brought up to our company that we have tried to solve from ordering
new toilets to new glass for your shower door and we have been stuck with these
materials because you have changed your mind.  We have no other
alternatives to offer to you.If you would like us
to proceed with the door removal then we will need confirmation that you
acknowledge holes being in your walls from where the shower door was removed
and the complaints removed about our company and we will then issue you the
credit we discussed above.  If not then we will contact our attorney and
we will proceed in that manner.Thank you for your
time"

Thank you for allowing us the opportunity to respond to this complaint.  We have tried to give this client several options to address any concerns they have.  Here is a copy of a letter we sent them last and have not heard back. You can see in here the options we have offered them and...

what instances have occurred.  This letter was sent to the client and explains there complaints and our responses to them and resolutions that we offered them.   They have not responded and still owe us a balance due as well.   Please let us know any questions that you may have on this."Good Afternoon Mr. and
Mrs. [redacted] you have filed complaints about our company and I want to address
these claims with you in writing.  I will also address them with the
Revdex.com as well.  You complained about
the toilets that you choose for your bathroom remodeling.  These toilets
were the exact ones you ordered with our company but since you did not like
them after they were installed we tried to offer you a resolution and ordered
new toilets in a different brand that you choose and had them delivered to our
office.  When we called to schedule the installation of them you declined
saying you did not want them any longer.  We then offered to have you go
to our professional plumbing supply house to see toilets on the showroom floor
so you could be sure what you ordered you would like and you declined that as
well.  You said that you wanted to keep the toilets you originally had and
were happy with them.  I don’t know what else our company could have done
in this situation to try to make you happy or what we did wrong in this
situation. 
You then said you were
questioning the movement in the shower door glass so we sent out a technician
to see if we could adjust them.  You said then that you were happy with
them and would like a towel bar installed on the inside of the door.  To
try to make you happy we ordered a new custom piece of glass with a towel bar
on it and had that sent to our office.  When we called to schedule this
you then said you did not want the doors and they were unsafe.  We have
tried for 2 days to set up our shower door company to come and look at the
doors but you will not allow us to do that.  You said that you had a
professional company come and tell you the doors we have installed are
unsafe.  Can you please provide us documentation of this visit and their findings
so we can submit that to our shower door company since you won't allow our shower door company to come and look at the door?
The only other option
we can offer is to remove these doors per your request. We don’t feel there is any justification
in your claims about these doors especially due to the fact that you won’t
allow us to even have the doors looked at to assess if there is any issue by a
professional.  We will not do this until you confirm that you are aware
that there will be holes in your Re-bath walls from where the shower door was
installed and that those holes will remain there when the door is
removed.  We will refund you $790 dollars as this was the exact cost of
the door and the glass protection.  We will schedule this work when your
false complaints are removed that you made about our company.  You also
have a balance of $395 for one of the toilets that you haven’t paid for. 
We will deduct this from the cost of the shower doors.  If you are having
an issue with the toilet we will set up a service call on this.  We can
send a technician to look at the toilet tomorrow.  We were not notified of
any issue with this toilet not working properly until we asked for you to pay
the balance owed for it.
Regarding the issues
you have brought up to our company that we have tried to solve from ordering
new toilets to new glass for your shower door and we have been stuck with these
materials because you have changed your mind.  We have no other
alternatives to offer to you.
If you would like us
to proceed with the door removal then we will need confirmation that you
acknowledge holes being in your walls from where the shower door was removed
and the complaints removed about our company and we will then issue you the
credit we discussed above.  If not then we will contact our attorney and
we will proceed in that manner.
Thank you for your
time"

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Gary [redacted]