PCC Design Inc

Revdex.com:
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.We believe that PCC does not fully understand their responsibility for the mistakes and errors of their work in our home, as evidenced by some of the remarks in their response.  Moreover, we don’t agree with the portrayal of the facts as written in their response.  Unfortunately, PCC has no intention of taking responsibility for their shoddy work.  They are claiming we did not hire them to be our general contractor, which is not true.  That is exactly what we hired them for and this is documented in our contract with PCC.  Morevover, their accusations of us hiring "unlicensed" workers is ironic, since they actually paid at least one of these workers to do work on our contract in our home, stating "Wow, he is really doing good work".  They also attempted to hire this "unlicensed" work for more of their other projects on multiple occasions.Regardless, we are not contesting anything but the shoddy work done directly under the supervision of PCC.  The cabinets were done by PCC with a poor paint finish, that started to chip and dent from the moment they installed it.  The chips and dents were a direct result of their installation and paint finish work.  We have photograph with time/date stamp to prove they were installed this way from the beginning, before any other workers came into our home.  This company likes to play the "blame game".  We are not attempting to extort money.  We just would like to get the good quality work that was promised from them in their contract.  That is all.  Currently we are left with shoddy work as depicted in 2 of the photos attached (there is more, but we are limited to what we can upload).   The other 2 photos show the state of our home at the end of the day, when PCC was finished working.  This is the condition they left - all their tools and soft drink containers on our brand new wood floor, and ladders on our wood floor, which could potentially cause scratches and damage.  It is ironic that a company exhibiting this sort of disrespect to a client's home is pointing fingers at other parties for damage.  Just by the looks of this mess, it is easy to see how a company that operates this way would produce substandard results. 
Regards,
[redacted]

The complaint is #[redacted].Here is our response:Revdex.comServing San Diego, Orange & Imperial Counties4747 Viewridge Ave #200San Diego, CA 92123-1688  Dear Revdex.com, We can not express strongly enough our great distress at this...

complaint.  It is baseless and unfounded.  This client threatened us trying to extort money from us to unjustly enrich themselves at our expense, saying that if we didn’t give them an obscene amount of money they would “air our grievances with the Contractors State License Board, your insurance company, in court and in online review forums”.   Their grievances are baseless and just an attempt to extort money from us. This client was extremely difficult to work with.  Her letter here is full of absolute untruths and extreme exaggerations. She chose to be her own contractor for her project, hiring an unlicensed electrician, an unlicensed plumber, unlicensed painters, framer and drywall people.  She also hired her own closet organizer company, tile layer and wood flooring company.  All of the workers from these other companies that we spoke with from these other companies expressed their extreme regret in working for her as she was unpleasable, tearing down their work in attempt to get a discount from them as well. Our cabinets are good quality and finished professionally.  We have had 100s of other clients with the same type of cabinets and exact same finish with NO complaints.  The cabinets are the exact quality and exact finish with the exact type of hardware as what is shown in our showroom.  Our hardware is professional grade which is manufactured by Hafele.  Many of the workers that they had working throughout all of the areas where our cabinets had been installed, banged, gauged, nicked, cut into them roughly and dinged them after they were installed during the couple of months that they were working in the areas.  We took care of all of the damage her workers had caused, meticulously refinishing and touching up everything, inside and outside of all of the cabinets.  Her inspector went through every inch of the cabinetry with us, and told her in front of us that every detail had been handled and that everything was perfect. We did not charge her anything for all of this work even though it was her workers that she hired that caused the damage, because we wanted her to be happy with her finished project.  We bent over backwards to try to make her happy.  The only truth to any of her statements is that 2 of the fronts on the final touch up, bubbled after they were finished.  This can happen because the finish dries before all of the moisture from the air under it evaporates.  We told her that we would come out the very next day and refinish the 2 fronts.  Instead of letting us know when she was available, she decided to not pay the balance she owes and has chosen to try to make us pay her money.  This is highly unethical. As far as her other complaints go.  Our contractor on staff was at her home supervising everything, normally staying the entire day working and overseeing everything.  Our designer also was at the home multiple times weekly checking in on everything.  We answered every phone call, text message and email from this client 7 days a week from early morning to late at night, even on Easter Sunday, usually responding within minutes.  Our part of her project was handled professionally, efficiently, responsibly and responsively.  We did our very best to try to make her happy.  She does not want to pay the balance that she owes us. There is a grain of truth to a few things that she mentions in her letter.  Some of the natural stone trim pieces that she chose for the master bathroom didn’t look good with the tile that she had chosen.  We told her that we would be happy to find a different type of stone that might match better.  She opted to not use stone trim pieces.  We took back the stone, gave her money back for it and redesigned the space without using the trim pieces because she decided that she would like a simpler look better.  We did not charge her for any of the design work, refunded her money and we kept everything going without delay.  The tile she chose for her kitchen backsplash was a mosaic of small pieces that comes preset on 12x12 sheets.  There are slight variations to the sizes of the pieces and their exact placement on the sheets.  This is normal for this type of product.  We had used the exact mosaic for several other clients previously and have not had any complaints about it.  All of the other clients loved it.  This client who saw the sample sheet in our showroom and photos of it installed in our other clients homes, after the tile was installed, insisted that every single tile must be spaced exactly the same.  Even though the tile work looked great, we repositioned 75 pieces of tile moving them 1 millimeter this way and  1 millimeter that way to try to make her happy.  We have never had a single complaint about our tile installer, all of our other clients have raved about what a wonderful job he does.  There was a slight bulge in one of the walls in her kitchen caused by the structural strandboard in her house that became apparent after the tile was installed.  We told her we would be happy to remove the tile, she could have her people level out the wall as we were not contracted to do any of the work on her drywall, and then we would replace the tile in that area at no charge to her, at our expense.  She opted to leave the tile as it was and not have us replace it.  Her claims of her backsplash being scratched in the master, seem very strange as well.  The backsplash had been installed for months with never a mention of any problems with it.  She went through everything done in her house meticulously every single day, even pointing out marks on the underside of the countertop, certainly if there were damage to the backsplash it would not have taken her months to mention it.  She never mentioned it once during the project, and only now is mentioning it, many months after installation.  Possibly they damaged it, her movers damaged it or one of her other workers caused some damage after it was installed.  The hood cabinet was made the incorrect dimension.  Mistakes can happen, and when they do we respond very quickly.  We installed the right size cabinet the very next day.  Most people would be thrilled with this type of response.  We did not do her electrical work.  We installed her oven which was installed correctly, there was power to the oven but the oven itself wasn’t heating up or working properly.  This is a service issue for the people that she purchased the oven through, not us.  We offered to install a new oven for her at our expense if her oven supplier needed to send a new oven.  As far as doors and drawers not being lined up properly, or handles not being aligned, this is just not true.  We went through every single cabinet with her inspector making sure everything was perfect on our final walkthrough.  Her inspector told her in front of us at the house that everything was perfect.  We told the client if there was anything else that she needed done to give us a call, that we would be happy to come back over and handle anything.   She did not call or try to contact us in any way asking us to do anything else.  Instead she does not want to pay her balance and she is trying to get money from us because her project, that we were only part of, took her longer than she anticipated.  Since we are one of very few licensed people that she had working in her home, she is trying to extort money from us by threatening to slander our name in public forums.  We are so glad that we have never had such a nasty client and hope that we never come across anyone like this in the future.  We have been in business for 30 years and have never had any issue or problem that couldn’t be handled professionally with our clients.  This client has no intention of actually looking for a resolution to any problems, because we took care of anything that she could have perceived as a problem.  We did not leave her hanging or abandon her project. Thank you for your consideration in this matter.