Oahu Tub Experts

I will mark resolved once the issue is resolved and completedSorry for the confusion

Aloha, it is my understanding that [redacted] was going to schedule this at a future dateAs far as I know nothing was scheduled yet for the repairWe would be happy to come over and redo your entire bathtub to make sure that it is done to the highest quality and standards that our company providesWe will call you immediately to schedule the repairWe apologize for any inconvenience we may have caused[redacted] ***Owner/Operator Oahu Tub Experts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***; however, their explanation is not entirely accurate We contacted Oahu Tub by e-mail and by phone several times and did not receive any response until we contacted the Revdex.com We will accept their offer to the work without any expense to us They also indicated the new work would carry a 4-year warranty
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. There are tenants in the home and there's only one bath tub Oahu Tub has said they won't be able to use the tub for hours I explained that when I contacted Oahu Tub last year, the tenants had a vacation coming up Now I'm waiting to see if they'll be away in May, as they've been contemplating Oahu Tub suggested they consider signing up for a sample gym membership pass so that they can shower That's not OK to me I will follow up with Oahu Tub when I hear from the tenants about their vacation.For the record, the contact information on the website remains the same; however, Oahu Tub is now responsive
Sincerely,
*** ***
***

Damage was caused to customers damaged walls through blue tapeThis was unavoidable since we must use blue tape to mask offPainters tape will only pull damaged or improperly applied paintCustomer was provided a packet of paperwork describing the process before we started substantial workHe
claims he never got it but I handed it directly to himWe have already offered to touch up affected areas if customer provides paint

This failure was very unfortunate and we realize that it was extremely frustrating for the customer. This involved a request for a warranty repair on a bathtub that had been refinished about 2 years ago. The telephone number that the customer had is no longer being monitored, so the customer’s...

telephone calls and text message were not received (the current business number is on the website). After an initial contact via email, at which time the customer was assured that the warranty would be honored, the customer’s next two emails went unanswered, leading to her complaint to the Revdex.com. We have no excuse for failing to answer these emails; they were missed during a busy time and point to a failure in our procedures for handling such requests. We sincerely apologize to the customer for these failuresWe are currently in contact and are working on finding a date convenient to the customer for the repair.We are also working to put into place procedures that will prevent a customer’s inquiries from falling through the cracks. What we will most likely do is put in an automatic reply to each email saying that it is our goal to respond to any email (except unsolicited advertising) within one business day, and that, if we should not meet this goal, the customer should call us directly at our specified business number.

I will mark resolved once the issue is resolved and completed. Sorry for the confusion.

Customer left a voicemail Friday afternoon. Monday was a holiday so today is the first day back to work.Please note that we did not call this customer picky. What we said exactly was, "customers similar to you who, I wouldn't say picky because that would be rude, but who have elevated expectations,...

we usually recommend to buy a new bathtub."The work we did originally met general industry standards. The lighting in the bathtub comes from the large side windows which exposes the natural texture of the refinishing process on horizontal surfaces.Customer was unhappy. We tried to make a specific area she complained about better but it made things worse. As a result we did not charge her. Due to the fact she filed this complaint unreasonably we suggest she approach another company to finish her tub. As is, it is basically already primed so another company will not have to reprime itWe are willing to return on weds 1-27 if she wants us to. An owner will do the spraying of the tub ensuring it greatly exceeds industry standards. However we are concerned that this customer will have unrealistic expectations and she will be expected to sign the service agreement and pay for the work before we start work. Again we have not charged this customer a penny up to now despite investing over $120 in materials, 6 man hours of labor and taking into account that the original job met industry standards

From: a[redacted]@aloha.net [mailto:a[redacted]@aloha.net] Sent: Wednesday, January 20, 2016 10:49 AMTo: Lorie K. Sides <[email protected]>Subject: ID [redacted] work with Oahu Tub Dear Laurie,Thank you for helping me with the resolution for my bath tub paint with Oahu Tub Experts.I am O.K. with their proposition to finish the tub paint on next Wednesday with the request that the job will be done the same day, because I can't take more days off my work. I have to pay some one else to cover for me at work if I am absent. I understood that Oahu Tub people will come back on Friday, the same day when they start and finish the fresh paint. Also I like to pay for their work when it's completed. Please, let me know if this can work with the company.Sincerely,[redacted]

Our concern remains that the customer will unreasonably be unsatisfied. She will have to prepay. If the completed job does not meet industry standards she will be refunded. Our preference is for this customer to contact another company to do this job since we find it exceedingly odd that she chooses to contact us through the Revdex.com instead of simply calling us. I recommend [redacted]

No we don't have customers sign for it. I handed it directly to him howeverThis can be provided to him electronically if he has lost itMy understanding is that this is not the issue. The issue is the paint, which although was already damaged, we have offered to fix

Dear Revdex.com and Oahu Tub , I think this was misunderstanding from both parts about when and how to remodel my bath. I am ok with the Oahu Tub to finish the project and to pay in advance their job, please, let them know I do not officially complain, I just like to have an advice from Revdex.com how to proceed in case I have a doubt. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Aloha, it is my understanding that [redacted] was going to schedule this at a future date. As far as I know nothing was scheduled yet for the repair. We would be happy to come over and redo your entire bathtub to make sure that it is done to the highest quality and standards that our company...

provides. We will call you immediately to schedule the repair. We apologize for any inconvenience we may have caused.[redacted]Owner/Operator Oahu Tub Experts