R. J. Tilley Plumbing & Heating

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the letter All of this could have simply been resolved with some communication to begin withIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

This project was on a very tight timeline due to her son's work schedule. We had one week to have a tile shower in usable condition for the following Monday morning
During the course of the week we dealt with plumbing and framing issues that were not detected until
the wall was exposed. We did not charge the customer anything additional for moving the plumbing in the wall or using a more time involved tile method to accommodate out of square framing in order to line up with existing tile. The delays added an extra day and a half to the project. We had two of our employees who gave up their holiday weekend working both Saturday and Sunday to make sure the shower was usable on Monday morning. We should have explained to the customer the issues causing the delay.
Later, when the shower door was installed on Wednesday we should have explained before installation that it would require a hour cure period. We could have rescheduled it to a Friday if we had realized it would be a problem.
We work very hard to keep to our schedule and communicate with the homeowner. We are very sorry for the lack of communication and misunderstanding in this instance. We have sent a letter of explanation and apology to her as well. This is the second project we have done for this customer and we value her business
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Review: There was a real big communication problem with this company. On at least two different occasions, I had to call to see when/if they were coming to my house The job had been started but not yet finished. The final lack of communication came with the input of the shower door. Only after it had been installed, was I told that the shower couldn't be used for approximately 48 hours. When the bill was paid, I wrote them a letter expressing my frustration with their lack of communication. I have heard nothing from them and it has been over a week.

Went to their web site to write a review, and this feature on their web site does not work.Desired Settlement: At the very least, I should receive an apology in writinh. It would also be great to get a refund of some amount because of all the inconveniences they caused me and my family.

Business

Response:

This project was on a very tight timeline due to her son's work schedule. We had one week to have a tile shower in usable condition for the following Monday morning.

During the course of the week we dealt with plumbing and framing issues that were not detected until the wall was exposed. We did not charge the customer anything additional for moving the plumbing in the wall or using a more time involved tile method to accommodate out of square framing in order to line up with existing tile. The delays added an extra day and a half to the project. We had two of our employees who gave up their holiday weekend working both Saturday and Sunday to make sure the shower was usable on Monday morning. We should have explained to the customer the issues causing the delay.

Later, when the shower door was installed on Wednesday we should have explained before installation that it would require a 48 hour cure period. We could have rescheduled it to a Friday if we had realized it would be a problem.

We work very hard to keep to our schedule and communicate with the homeowner. We are very sorry for the lack of communication and misunderstanding in this instance. We have sent a letter of explanation and apology to her as well. This is the second project we have done for this customer and we value her business.

?

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the letter. All of this could have simply been resolved with some communication to begin with. If the company does not perform as promised I can get back to you at: [redacted]

Regards,