National Tub and Tile Refinishing

This is a very inaccurate portrayal of the truth. I would like to start with this.The customer is the first one in 10 years to give us less than an A rating. We have ***.com, [redacted] and [redacted] list as well as 95 seperate reviews on home advisor, all perfect. So we... need to establish this customers issues. She has complained to Home Advisor and after that inquiry she was found to be incorrect. So she is now trying to do this via BBB. She had another company do her tub. She was unsatisfied and it was peeling so she called us. We not only went back to this woman's home but we went above and beyond all customer service issues. She asked for a partial refund in email, no amount was requested, just a partial refund. I have all her emails to document what I am stating here. She got a partial refund. Now she wants a full refund. We are not refunding the complete job at this point in time. We went back to her home many many times, we explained, we did everything she asked and then some and she was never satisfied. She wanted something that couldn't be done to her tub. She was told that upfront. Now she is asking for a full refund, yet she wants a warranty. She won't cash our check because as she said it will negate her warranty, yet she wants another company to come in and do it all over again. So why does she need a warranty? Something doesn't fit. No damage was done to her home, in fact she was so concerned about fumes that she made us wrap her bathroom in plastic which we don't normally do. But to appease the customer and give them a comfort level we bought the product she requested and we did it for her at no charge to her. When she claimed there were dust particles on her vanity we went back. It was not our product but we cleaned it all off anyway and said nothing to her. Now to her issues of her tub. When she had an estimate she was told that the dents in her tub could be filled in on SOME OF THEM. The others we could only make look better with a new coating. She said she understood. Our mistake was not putting that in writing. Her bathtub was in bad condition as well as having another contractors work on it that was peeling. We went 3 times. Each time she sent pictures complaining of the dents. We redid it for her and explained again that you can't remove dents completely, explaining how it was like a car, you removed them from the other side. That can't be done as you know if you are keeping your tub in place. One moment she was fine with the coating, the next it was dents, then she said she understood and then it was particles. She claimed she had footprints on the floor. We were shocked. She called and emailed asked how she could clean them. We already had an appointment to go back. What she doesn't tell you here is that Rick (The owner ) told her he could take care of them upon his return but if she wanted she could remove them with acetone. Not once was she brushed off or told to do this herself. Rick wanted to see this himself so he intended to take care of this, if it were an issue, when he got to her home. When he returned she showed him nothing on the floor or anywhere for that matter and never mentioned it. He looked and saw nothing. Was it ever there? We don't know because each email and compliant gets more convoluted and exaggerated. She asked us for a partial refund in writing and we did give her one. She is changing her story yet again. We did all we could for her. When we realized that nothing we could do about her dents didn't make her happy we agreed to give her what she asked for, a partial refund. Now she wants more. Attached is the email requested a partial refund. [redacted] A refund of any kind will negate your warranty. Bozena dents were in your tub to begin with. Chips and scratches are filled in. Dents you can’t fill in. For example: If you take a hammer to your tub you can’t un-hammer it. You can relgaze over it to give it a better look but you can’t make that be new. Your expectation for reglazing is not realistic as it stands today unfortunately. A new tub is the only way you are going to get a new tub.There are 5 coats on this as well as heavy duty adhesion properties.Please refer to your care sheet for the rest of the life of this tub. A check has been cut for $250 and has gone in the mail today.We're sorry we couldn't make you happy.PeggyOffice ManagerNational Tub and Tile Refinishing Inc.Easy-Restore LLCCountertop Artisanswww.nationaltubandtile.comwww.easy-restore.comwww.countertopartisans.com [redacted] ofc [redacted] faxNow Fabricating Solid Surface Countertop/Vanities from Corian, Livingstone and more. Ask us for details.Member of:BBB-RevDex.com of DC MetroNARI-National Association of the Remodeling IndustryIBRA International Bathtub Refinishers Assoc-------- Original Message --------Subject: Re: your appointment request for correctionsFrom: Bozenajk <[email protected]>Date: Thu, December 18, 2014 4:53 amTo: Rick Hugill <[email protected]>Hi Rick,Thank you again for redoing the tub. I wish it was as dent free is smooth. But some dents remain and it is porous. Could you please provide a partial refund since we tried 3 times already. I am attaching the photos which are dated. Please let me know how will your warranty now work given that the tub is not smooth and has some dents. I imagine that wear and tear is not the same as on smooth slippery surface as the dirt will be harder to clean. For now I have not used the tub.I am Really sorry I have to write this email but I was open to retrying to redo and very flexible taking my own vacation to be there two times during the week. Kind regardsBozena Giza