Paradise Kitchen & Bath

Regarding Complaint ID #[redacted], we have attempted to contact Mr. [redacted] on 2/20/14 and left a voice message informing him of our efforts to satisfy  his complaint.

The product in question is an engineered marble shower enclosure which shows some calcium deposit and some...

pitting or etching , mainly below the shower head area.

We contacted the provider/fabricator, Mesa Fully Formed, to join us at the customer’s home to assess the issue and its solution.  Mesa Fully Formed has the opinion that  A) the customer used some cleaner or chemical that damaged the product or,  B) the water as supplied by the City or some product in the water softener could be the culprit.

The customer states that no harsh chemicals came into contact with the shower walls and that they followed the maintenance guidelines consisting of mild soap and water to clean the product.

Therefore, it is Paradise Kitchen & Bath’s position that if we could get the City’s water department to test the water at the customer’s location, both at the source and as it comes from the shower head, we could get a definitive answer as to whether the water played a part in the damage.  

If I am to forward this information to Mesa Fully Formed, I would ask that a full report be provided by the water provider’s non-biased expert on their document, signed by their professional.  

With this document, I would reapproach Mesa Fully Formed.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. March 06, 2014Per [redacted]’s request, I contacted the City of Phoenix.  A service technician came to the house last Thursday, February 27th, and tested the water.  As I suspected, the City of Phoenix would only be responsible for the water to the house, not within.  However, the water was tested but only for Chlorine content; that’s all they test for.  Coming into the house the test showed .31 and no city water quality problems found. This finding was within normal range. Any other ‘components’ in the water such as the pH, minerals etc. they do not test for.  The City of Phoenix report is included with this note.As I assumed the City of Phoenix testing would be limited, I also had Kinetico come to the house later that day and tested the water and our whole house water softener system.  The water softener is working perfectly with minimal hardness.  The chlorine content was “0”.  I obtained a water test kit from Lowe’s and tested the water.  My test shows the softener system is doing what it is suppose to do, removing any chemicals in the water; the pH reading is neutral.  [redacted] has continued to express his concern about the pH.  The pH of the water is not the issue.  The water softener system is not the issue but the workmanship by Mesa Fully Formed is.  The only place in our house that we have the problem is in our Master Bath in the shower. None of the other surfaces in the Master Bath or Guest Bath (counter tops, sinks) show any signs of a stain like that in our Master Bath shower.  [redacted]’s concerns and Mesa Fully Formed’s comments about the water softener system as being at fault causing the ‘stain’ on the shower walls are unfounded and without basis.  Their claim that we used harsh chemicals to clean the shower surfaces is also groundless as we have only used soap and water.  After each use of the shower, all surfaces are squeegeed and the walls dried with a soft cloth.  No water remains in the shower walls to dry.  [redacted]’s comment to us about the pH of the water is also without support. The report from Kinetico states the softener system can’t work any better than it is.  I would have concerns if I saw the staining and I did NOT have a water softener system.  Perhaps [redacted] or a representative from Mesa Fully Formed should do as I did and pick up a water test kit from Lowe’s or perhaps Home Depot, come to the house with a representative from Mesa Fully Formed and they both test the water and we all see the results.I am at the point where I feel it is necessary to submit a complaint to the Registrar of Contractors.  I’ve been to that office and obtained the necessary complaint forms. I spoke to someone there and it was suggested that I file a claim against [redacted]’s company, as well as Mesa Fully Formed.  [redacted] had chosen this company to sub-contract with for the fabrication of and installation of the engineered marble.  Please note, according to the Revdex.com’s website, the Revdex.com has determined that Mesa Fully Formed, LLC meets Revdex.com accreditation standards, which includes a commitment to make a good faith effort to resolve any consumer complaints.  This has NOT been the case thus far.  Please note the several complaints against Mesa Fully Formed on line at KUDZU that I have included.Please keep in mind several things:  We were never given any written instructions from [redacted] or by Mesa Fully Formed about the care of the engineered marble until October/November 2013 when they came to the house.  We were not told by [redacted], the salesperson, about any limitations in reference to the engineered marble, that the product will require a re-seal after one year.  I looked at the Mesa Fully Formed website about the engineered marble and their website states after a year the marble needs to be resealed, but the information at their website does not say what it is to be re-sealed with or by whom.  The ‘Rockit’ Oil [redacted] and the technician from Mesa Fully Formed suggested we try offered no resolution but this is a product I suspect would be used as a preventative substance to maintain the integrity of the product, but BEFORE such a stain issue appears, not after the fact.  Had we been informed by [redacted], the sales representative, prior to signing the contract of any specific limitations of the product, we would have selected a different product for installation.  Again, nowhere else in our house does this stain appear.  It is only in the master shower and the stain pattern is unusual in appearance.  There are places in the shower the stain does not appear and there is an area within the stain itself that the surface appears to be relatively normal, which is inconsistent.  I feel the reason for this is either the seal that was applied to the surface of the engineered marble during fabrication was not performed correctly or perhaps completely, or there was something wrong with the sealant that Mesa Fully Formed selected.  The pH of the water is not the issue, the water softener is working perfectly and was certified as working correctly by Kinetico.  The limited test by the City of Phoenix shows the Chlorine content at the street level was nominal.  The test by Kinetico shows the water softener has removed the Chlorine.  My testing of the water with a testing kit shows everything is normal, there are no harsh chemicals in the water, which supports Kinetico’s finding.  With all surfaces being squeegeed and then toweled dry so there are no lingering wet surfaces, it seems unlikely that thewater softener is the culprit as suggested by [redacted] and Mesa Fully Formed.  We have not used any harsh chemicals ONLY soap and water.I’ve included several attachments with this response. Regards,[redacted]

A telephone message was left for Mr. [redacted] on Sat., 3/15/14, and Mr. [redacted] returned the call on Tues., 3/18/14.  At that time, it was mutually agreed upon that we would contact the owner of Mesa Fully Formed and schedule an onsite meeting with the customer, the owner of Mesa Fully Formed and [redacted] from Paradise Kitchen and Bath, to discuss the resolution that will be satisfactory to the customer and Mesa Fully Formed.  We are attempting to schedule that meeting for Thurs., 3/27/14.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. March 06, 2014Per [redacted]’s request, I contacted the City of Phoenix.  A service technician came to the house last Thursday, February 27th, and tested the water.  As I suspected, the City of Phoenix would only be responsible for the water to the house, not within.  However, the water was tested but only for Chlorine content; that’s all they test for.  Coming into the house the test showed .31 and no city water quality problems found. This finding was within normal range. Any other ‘components’ in the water such as the pH, minerals etc. they do not test for.  The City of Phoenix report is included with this note.As I assumed the City of Phoenix testing would be limited, I also had Kinetico come to the house later that day and tested the water and our whole house water softener system.  The water softener is working perfectly with minimal hardness.  The chlorine content was “0”.  I obtained a water test kit from Lowe’s and tested the water.  My test shows the softener system is doing what it is suppose to do, removing any chemicals in the water; the pH reading is neutral.  [redacted] has continued to express his concern about the pH.  The pH of the water is not the issue.  The water softener system is not the issue but the workmanship by Mesa Fully Formed is.  The only place in our house that we have the problem is in our Master Bath in the shower. None of the other surfaces in the Master Bath or Guest Bath (counter tops, sinks) show any signs of a stain like that in our Master Bath shower.  [redacted]’s concerns and Mesa Fully Formed’s comments about the water softener system as being at fault causing the ‘stain’ on the shower walls are unfounded and without basis.  Their claim that we used harsh chemicals to clean the shower surfaces is also groundless as we have only used soap and water.  After each use of the shower, all surfaces are squeegeed and the walls dried with a soft cloth.  No water remains in the shower walls to dry.  [redacted]’s comment to us about the pH of the water is also without support. The report from Kinetico states the softener system can’t work any better than it is.  I would have concerns if I saw the staining and I did NOT have a water softener system.  Perhaps [redacted] or a representative from Mesa Fully Formed should do as I did and pick up a water test kit from Lowe’s or perhaps Home Depot, come to the house with a representative from Mesa Fully Formed and they both test the water and we all see the results.I am at the point where I feel it is necessary to submit a complaint to the Registrar of Contractors.  I’ve been to that office and obtained the necessary complaint forms. I spoke to someone there and it was suggested that I file a claim against [redacted]’s company, as well as Mesa Fully Formed.  [redacted] had chosen this company to sub-contract with for the fabrication of and installation of the engineered marble.  Please note, according to the Revdex.com’s website, the Revdex.com has determined that Mesa Fully Formed, LLC meets Revdex.com accreditation standards, which includes a commitment to make a good faith effort to resolve any consumer complaints.  This has NOT been the case thus far.  Please note the several complaints against Mesa Fully Formed on line at KUDZU that I have included.Please keep in mind several things:  We were never given any written instructions from [redacted] or by Mesa Fully Formed about the care of the engineered marble until October/November 2013 when they came to the house.  We were not told by [redacted], the salesperson, about any limitations in reference to the engineered marble, that the product will require a re-seal after one year.  I looked at the Mesa Fully Formed website about the engineered marble and their website states after a year the marble needs to be resealed, but the information at their website does not say what it is to be re-sealed with or by whom.  The ‘Rockit’ Oil [redacted] and the technician from Mesa Fully Formed suggested we try offered no resolution but this is a product I suspect would be used as a preventative substance to maintain the integrity of the product, but BEFORE such a stain issue appears, not after the fact.  Had we been informed by [redacted], the sales representative, prior to signing the contract of any specific limitations of the product, we would have selected a different product for installation.  Again, nowhere else in our house does this stain appear.  It is only in the master shower and the stain pattern is unusual in appearance.  There are places in the shower the stain does not appear and there is an area within the stain itself that the surface appears to be relatively normal, which is inconsistent.  I feel the reason for this is either the seal that was applied to the surface of the engineered marble during fabrication was not performed correctly or perhaps completely, or there was something wrong with the sealant that Mesa Fully Formed selected.  The pH of the water is not the issue, the water softener is working perfectly and was certified as working correctly by Kinetico.  The limited test by the City of Phoenix shows the Chlorine content at the street level was nominal.  The test by Kinetico shows the water softener has removed the Chlorine.  My testing of the water with a testing kit shows everything is normal, there are no harsh chemicals in the water, which supports Kinetico’s finding.  With all surfaces being squeegeed and then toweled dry so there are no lingering wet surfaces, it seems unlikely that thewater softener is the culprit as suggested by [redacted] and Mesa Fully Formed.  We have not used any harsh chemicals ONLY soap and water.I’ve included several attachments with this response. Regards,[redacted]