Modern Solutions LLC

In response to [redacted] complaint;Let me start by saying I have been in this industry since performing spot repairs/resurfacing and [redacted] is the first individual that has ever yelled/screamed at meI realize that you can't make every person happy 100% of the time, but *** took being not satisfied to a whole different level She would call me frantically crying or yelling at me I would say that this happened five times (or more) throughout her job.We started her job on day one and my tech was told in the driveway by another contractor that they were redoing some of their work and that we would be back and chuckledLittle did we know what we were up againstWe did the repair exactly as the proposal stated My tech went to get Mrs [redacted] so she could look at the repair and she was satisfiedAs the proposal reads, we came back the next day to polish out the spray workUpon arrival the next morning, [redacted] stated that her husband was not happy with the color match when less than hours earlier she was satisfied and happy with the resultsMy tech called me and told me they weren't happy and wanted it re-sprayed, this delay would have a domino effect on other jobs that were going to start I called [redacted] to ask her very politely, why all the sudden the repair was not acceptable when they were both happy yesterday She said her husband was not happy with then proceeded to lecture me on how this repair was unacceptable (it was to her the night b4) I could tell by her tone that I had better go ahead and re-spray it or there would be troubleSo I told my tech to go ahead match the color and spray it again, he was nervous at this point because he thought it already looked good and also he overheard the customer talking to me on the phoneSo he re matched the color and re-sprayed, however, this time there were some imperfections in the spray work This process involves airbrushing on cultured marble in an uncontrolled environment and specs of dust or anything floating in the air can fall into the wet clear coat/paintMy tech called [redacted] back in to look at the work and she immediately started pointing out the imperfections in the spray work (getting extremely close to look at), my tech told her when he comes back that he will sand and polish the repair and you will not see those imperfections Now we are on trip number 3, my tech returns to sand & polish the spray work and [redacted] and her husband are not happy with the very minor imperfections in the airbrush workThey proceed to look all over the tub rather than the repaired area and bullied him into fixing additional spotsSo now my tech is spraying in her bathtub for a third time The additional repair work/spray work went well, he was cleaning up and some type of insect just so happened to land in the wet paint, like I said earlier working in someone's bathroom is a completely uncontrolled environment, my tech picked the insect out of the wet paint and came back the next day to sand and polish spray workThis is now the fourth day and everything turned out good except where the insect landed so I told him to airbrush some color on itThis time [redacted] actually stands on top of the deck and starts picking out new spots on the floor in the back portion of the tub which was again not on the agreementThe agreement clearly stated for us to airbrush over stains coming from the front two jets of the bathtub that ran down into the drainWe are now working in multiple areas throughout the tub floor not getting any additional money for the additional workWhen I priced repairing the stains in her tub, it was figured for two hours on the first trip, one hour on the second trip We spent a total of hours working on the floor of her tub and additional trips At the end of the fourth trip, she was satisfied, satisfied enough to pay her balance she owed [redacted] was quoted $2,466.00, and that is what she paid, not the plus $2,she claimed in her complaint She paid her balance in August and then in November she sends me a text message saying that there is a spot that was never taken care of, I chose to ignore her, there is no rationalizing or debating with [redacted] If she doesn't get her way she cries to the point where she can barely talk or yells at you kind of like the way your mother would've yelled at you when you were a childI cannot and will not take any more harassment from [redacted] I honestly think if I would ask my tech to go back to her house he would probably refuse I started this business years ago and our record is as clean as a whistleLike I said in the beginning I know you can't make 100% of the people happy 100% of the time I do apologize that she is not happy, but it is obvious to me that we cannot make her happy We made four trips when the job was bid for two, the proposal is attached so that you can see exactly what the scope of work consisted ofEverything is in detailI have plenty of text messages and emails that I can provide as well That was just the tub portion of the job, we also bid to replace her vanity topIn my years of installing cultured marble vanity tops, I have never had to pull one from a customer being so unsatisfiedThis is an foot long double bowl top that is expensive and heavyAfter my guys installed the top and left the job, I get a call within minutes that the top is scratched, then I get a text message that my guys used the wrong color of silicone around the drains, then I get a text that the drains are holding water in front of them (all within hours of the install)I send another one of my guys out to investigate/straighten out the drains and that is when we realize that the drain holes are not perfect circles, so I explain this to her and she proceeds to yell at me and tell me that is impossible that I need to send more competent people out to do her job Also in the meantime she proceeds to send me pictures via text messages of several spots marked on the vanity top that she is trying to find imperfections on this brand-new piece of marbleSo I said fine, let's get the marble company out there that made it and let them make the call and look at the imperfections Sure enough they cannot get the drains in there straight and let me and the customer know that the drain holes are not perfect circles there for the drains will not seat like they shouldI was yelled at for saying that they were not perfect circlesThe marble company makes a new top, they agree to take the labor off of my hands and remove/install top number Top number was installed, marble company leaves, sure enough I get a call that the drains are not straight and there are imperfections on this top as wellThe marble company decides to make a third topThe third top gets installed, marble company out of good faith goes ahead and polishes the top before they leave, the marble company gets a call from the customer shortly after their tech leaves and says there are still imperfections on the top, so the marble company goes back out for a second time that day and works on the top to get it to where the customer excepts it.After the vanity top fiasco, I get a call that the large mirror above the vanity top is now loose according to her husband from all of the buffingThis is a glue on style mirror, so I was very worried about this and got my glass company out right away to secure the mirrorGlass company leaves, like always I get a frantic call that the mirror is not in the exact same spot it wasSo I call the installer and he said that it was put back right where it came down from and he couldn’t come backSo I hang up and call his boss, his boss sent him back out to her where he was greeted by [redacted] screaming at him in his face and cussing at him! The glass guy said the mirror was off by 1/8” Not to mention the glass company I used was the company that installed her shower doors and was blamed for a scratch in her hardwood floor even though the floors were tarped and they had to come out different occasions to adjust the door This is a very reputable company in StLouis just like the marble company! There is a pattern with [redacted] that she has to find something wrong with anything that is done in her house, everybody is called back in the same frantic way and it's either yelling or frantically cryingEverybody seems to have to come back or or times to make her happyThis is a rare case where the contractor is a victim! By the way both of my subs are part of the Revdex.com as well and have A+ ratings They both will back up my side of the story I have always done what it takes to make a customer happy, I will lose money before I get a mad or unsatisfied customer, that's my nature, that's why I've grown from a one-man operation in to an man operation in We do great work day in and day outEvery one of my employees are good solid people!! We do kitchen and bath remodeling where I have guys tied to, and we do spot repairs/tub refinishing where I have guys tied to, we do work for a lot of high-end contractors/builders/kitchen & bath companies in the StLouis area and have been for yearsThis job and the outcome was an absolute fluke, I am still baffled over it I don't know if she is going to read this or not, but I am not looking to hurt anybody's feelings, just looking to give my side of the story and paint a picture of what we had to go through

In
response to [redacted] complaint;Let
me start by saying I have been in this industry since 1992 performing spot
repairs/resurfacing and [redacted] is the first individual that has ever
yelled/screamed at me. I realize that you can't make every person happy 100% of
the time, but [redacted]...

took being not satisfied to a whole different level.
 She would call me frantically crying or yelling at me.  I would say
that this happened five times (or more) throughout her job.We
started her job on day one and my tech was told in the driveway by another
contractor that they were redoing some of their work and that we would be back
and chuckled. Little did we know what we were up against. We did the repair
exactly as the proposal stated.  My tech went to get Mrs. [redacted] so she
could look at the repair and she was satisfied. As the proposal reads, we came
back the next day to polish out the spray work. Upon arrival the next morning,
[redacted] stated that her husband was not happy with the color match when less than
24 hours earlier she was satisfied and happy with the results. My tech called
me and told me they weren't happy and wanted it re-sprayed, this delay would
have a domino effect on other jobs that were going to start.  I called
[redacted] to ask her very politely, why all the sudden the repair was not
acceptable when they were both happy yesterday.  She said her husband was
not happy with then proceeded to lecture me on how this repair was unacceptable
(it was to her the night b4).  I could tell by her
tone that I had better go ahead and re-spray it or there would be trouble. So I
told my tech to go ahead match the color and spray it again, he was nervous at
this point because he thought it already looked good and also he overheard the
customer talking to me on the phone. So he re matched the color and re-sprayed,
however, this time there were some imperfections in the spray work.  This
process involves airbrushing on cultured marble in an uncontrolled environment
and specs of dust or anything floating in the air can fall into the wet clear
coat/paint. My tech called [redacted] back in to look at the work and she immediately
started pointing out the imperfections in the spray work (getting extremely
close to look at), my tech told her when he comes back that he will sand and
polish the repair and you will not see those imperfections.  Now we are on
trip number 3, my tech returns to sand & polish the spray work and [redacted]
and her husband are not happy with the very minor imperfections in the airbrush
work. They proceed to look all over the tub rather than the repaired area and
bullied him into fixing additional spots. So now my tech is spraying in her
bathtub for a third time.  The additional repair work/spray work went
well, he was cleaning up and some type of insect just so happened to land in
the wet paint, like I said earlier working in someone's bathroom is a completely
uncontrolled environment, my tech picked the insect out of the wet paint and
came back the next day to sand and polish spray work. This is now the fourth
day and everything turned out good except where the insect landed so I told him
to airbrush some color on it. This time [redacted] actually stands on top of the
deck and starts picking out new spots on the floor in the back portion of the
tub which was again not on the agreement. The agreement clearly stated for us
to airbrush over stains coming from the front two jets of the bathtub that ran
down into the drain. We are now working in multiple areas throughout the tub
floor not getting any additional money for the additional work. When I priced
repairing the stains in her tub, it was figured for two hours on the first
trip, one hour on the second trip.  We spent a total of 10 hours working
on the floor of her tub and 2 additional trips.  At the end of the fourth
trip, she was satisfied, satisfied enough to pay her balance she owed. 
[redacted] was quoted $2,466.00, and that is what she paid, not the plus $2,800 she
claimed in her complaint.  She paid her balance in August and then in
November she sends me a text message saying that there is a spot that was never
taken care of, I chose to ignore her, there is no rationalizing or debating
with [redacted].   If she doesn't get her way she cries to the
point where she can barely talk or yells at you kind of like the way your
mother would've yelled at you when you were a child. I cannot and will not take
any more harassment from [redacted].  I honestly think if I would ask my
tech to go back to her house he would probably refuse.  I started this
business 7 years ago and our record is as clean as a whistle. Like I said in
the beginning I know you can't make 100% of the people happy 100% of the time.  I do apologize that she is not happy, but it is
obvious to me that we cannot make her happy.  We made four trips when the
job was bid for two, the proposal is attached so that you can see exactly what
the scope of work consisted of. Everything is in detail. I have plenty of text
messages and emails that I can provide as well.  That
was just the tub portion of the job, we also bid to replace her vanity top. In
my 7 years of installing cultured marble vanity tops, I have never had to pull
one from a customer being so unsatisfied. This is an 8 foot long double bowl
top that is expensive and heavy. After my guys installed the top and left the
job, I get a call within minutes that the top is scratched, then I get a text
message that my guys used the wrong color of silicone around the drains, then I
get a text that the drains are holding water in front of them (all within hours
of the install). I send another one of my guys out to investigate/straighten
out the drains and that is when we realize that the drain holes are not perfect
circles, so I explain this to her and she proceeds to yell at me and tell me
that is impossible that I need to send more competent people out to do her job.
Also in the meantime she proceeds to send me pictures via text messages of
several spots marked on the vanity top that she is trying to find imperfections
on this brand-new piece of marble. So I said fine, let's get the marble company
out there that made it and let them make the call and look at the imperfections.
Sure enough they cannot get the drains in there straight and let me and the
customer know that the drain holes are not perfect circles there for the drains
will not seat like they should. I was yelled at for saying that they were not
perfect circles. The marble company makes a new top, they agree to take the
labor off of my hands and remove/install top number 2. Top number 2 was
installed, marble company leaves, sure enough I get a call that the drains are
not straight and there are imperfections on this top as well. The marble
company decides to make a third top. The third top gets installed, marble
company out of good faith goes ahead and polishes the top before they leave,
the marble company gets a call from the customer shortly after their tech leaves
and says there are still imperfections on the top, so the marble company goes
back out for a second time that day and works on the top to get it to where the
customer excepts it.After
the vanity top fiasco, I get a call that the large mirror above the vanity top
is now loose according to her husband from all of the buffing. This is a glue
on style mirror, so I was very worried about this and got my glass company out
right away to secure the mirror. Glass company leaves, like always I get a
frantic call that the mirror is not in the exact same spot it was. So I call
the installer and he said that it was put back right where it came down from
and he couldn’t come back. So I hang up and call his boss, his boss sent him
back out to her where he was greeted by [redacted] screaming at him in his face and
cussing at him! The glass guy said the mirror was off by 1/8”.  Not to
mention the glass company I used was the company that installed her shower
doors and was blamed for a scratch in her hardwood floor even though the floors
were tarped and they had to come out 2 different occasions to adjust the door.
This is a very reputable company in St. Louis just like the marble company!  There
is a pattern with [redacted] that she has to find something wrong with anything that
is done in her house, everybody is called back in the same frantic way and it's
either yelling or frantically crying. Everybody seems to have to come back 2 or
3 or 4 times to make her happy. This is a rare case where the contractor is a
victim! By the way both of my subs are part of the Revdex.com as well and have A+
ratings.  They both will back up
my side of the story.  I have always done
what it takes to make a customer happy, I will lose money before I get a mad or
unsatisfied customer, that's my nature, that's why I've grown from a one-man
operation in 2010 to an 11 man operation in 2017.  We do great work day in
and day out. Every one of my employees are good solid people!! We do kitchen
and bath remodeling where I have 7 guys tied to, and we do spot repairs/tub
refinishing where I have 2 guys tied to, we do work for a lot of high-end contractors/builders/kitchen
& bath companies in the St. Louis area and have been for years. This job
and the outcome was an absolute fluke, I am still baffled over it.  I don't
know if she is going to read this or not, but I am not looking to hurt
anybody's feelings, just looking to give my side of the story and paint a
picture of what we had to go through.