Professional Hearing Services, Inc.

Initial Business Response /* (1000, 5, 2015/12/17) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@live.com
***
***
Dear Sir:
Re:
***
I have been retained by Black River Woodworking Ltd("Black River") in regards to your client's complaint noted in your letter of December 7thMy client has the following comments to make in regards to the complaint:
Black River was originally asked by your client to price a copper metal counter top which was later found to be too costly to your client;
Black River was then asked to price a "solid surface" counter top which was also found to be too costly for your client;
The third request was to price a solid oak counter top to replace the existing plywood counter top;
*** of Black River agrees that he and *** talked about the need for a good finish that was resistant to water to replace the existing plywood top that was rotten with the bottom covered in mold;
Black River priced an oak top after *** rejected the copper metal and solid surface tops as too expensiveAt no time did *** say to *** that he would pay extra for an upgraded finish however Black River did provide in the quote the best finish that could be provided which was a polyurethane finish;
*** denies ever saying to *** that he "could throw this bar top in the ocean and it will maintain its integrity.";
*** said the bar top was installed in March of this year*** disagrees with ***'s statement that the bar top started to split within a month*** sent *** an email on April 28th and also made several telephone calls to *** looking for quotes on making outside tables for the pubNo mention was made at any of those times regarding any problems with the bar top;
*** did call *** later specifically about the problem with the bar top*** went to *** however *** was not there but *** talked to ***'s staff about it;
*** later met with *** at which time *** told *** that he wanted to arrange for a *** from *** to have a look at the countertop*** was a sales representative for the Company that supplied the finishing material and therefore had the expertise needed to advise on the remedyIt took some time to arrange a time that was convenient to *** and *** and *** to meet but the meeting did take place in September;
*** indicated he needed to talk with the Company that made the polyurethane finish about what could be used over the top of the finish that was used*** was later advised in October to use a "***" finish which *** ordered and now has;
*** advised *** that the work could be done in late NovemberIt would entail the sanding and refinishing of the countertop;
The problem that caused the countertop issue was *** using solid rubber mats on the bar top to put wet glasses onThe use of the rubber mats (some with holes) which rest directly on the wood allows the water from the wet glasses to drain onto the wood surface and get trapped thereThey do not allow air to circulate under the mats to permit the water to evaporateNo wood surface can tolerate that for any length of time;
Although *** is not responsible for the damage caused by the way the water was allowed to stay on the bar and not dry, he has always been prepared to remedy the problemThe delay has been, for the most part, due to getting the experts to advise on what was needed to fix the problemHe now has the finishing materials that are needed but the concern *** has expressed to *** is the timing of when the work can be done as the "***" will need a proper dry time and will cause fumes that could be a problem for anyone in the vicinity of the bar during the dry time;
*** takes issue with the comments in your letter that: - *** offered to pay extra to ensure durabilityThe most durable surface for the purpose would have been the copper metal or the solid surface which *** was not prepared to pay for; - *** called "Black River at least times over the last months but has had no success in having the bar top repaired..."*** answered all by one call from ***The delay in getting the work done was more due to scheduling and getting the information for the proper way to refinish the countertop; - "Black River only visited on one occasion"*** has been back to the site on three occasions including immediately upon being advised of the problem;
Black River Woodworking Ltdhas been in business for over yearsIt is a very specialized business with such expertise in woodworking that it does work throughout the Province by special request, particularly in historical restorations, as no other Company has the woodworking expertise that Black River Woodworking LtddoesIts regular clients include some of the largest Companies in the Atlantic Provinces which have stipulated that any contractors carrying out work for them have to use Black River Woodworking Ltdfor any of the millwork to be doneFor this reason Black River Woodworking Ltdhas always taken pride in the quality of its workThis job is no differentAlthough the damage caused to the counter was not due to the workmanship but rather the particular way the countertop was used without concern for the effect of the accumulated water on the wood, Black River Woodwork Ltdhas always been willing to remedy the situation and will still do so, if given the opportunity at a time that works for all concerned
Yours very truly,
***
Direct line: (***) ***
E-mail: ***