Complaint: [redacted] I am rejecting this response because: I am rejecting this response because: My complaint stands as is because it is completely factualThe pictures that they took were from 1/4/2018, the day that they grouted the tileThe grout was wet and per their instructions needed a few days to dryMany (but not all) of the problems occurred as the grout dried, such as the crackingThey returned on 1/10/to complete the job (e.g., drill more holes in the tile as was promised) and to fix any potential problemsUpon arriving they looked at only a couple of the more minor concerns, refused to see the major cracks and areas in which they missed grouting completely (please see attached pictures), and then left upset after mere minutesThey simply cannot claim efficacy in their work because, for one, they refused to look at the full number of problems that arose in their jobWe attached four pictures that provide a significantly closer look at their effortsWe're happy to forward many more pictures of other issuesThank you all so much for your help
Here is the information as promisedI could only upload pictures and we have I chose the ones that gave you an overall view of the work We will not be responding to her accusations as we believe it will add fuel to her fire She was aggressive and unreasonable when we went to review her complaintsWe feel she is attempting to extort money and we will not be paying her anything The job is 100% complete We deserve 100% of what we were paid We believe our pictures will speak for themselves We do not need this stress and if she continues, she will be on the other end of a defamation lawsuit Thank you for your assistance in this matter.Sincerely,Steve and Heidi K***
Complaint: [redacted] I am rejecting this response because:Hi- thanks again for reviewing and considering my complaintI apologize in advance for the length of this response; however, I felt it necessary to respond to Red Feather Ltd.’s most recent rebuttal with a sufficient amount of clarity and detail.Prior to revisiting the events that occurred during Red Feather Ltd.’s return to our house on 1/10/2018, I again want to draw the Revdex.com’s attention back to the series of pictures that we provided to Ms [redacted] via the Dropbox link, which provides numerous different examples of problems resultant from their work effortFor the record, these pictures were taken on 1/10/shortly after their departure from our home that day, and a mere six days after they had applied the grout on 1/4/As we’ve stated before, we’re willing to provide many more pictures of other unique instances depicting similar issues if so requested When they entered our home we immediately went over to my first, and again admittedly more minor of several concerns, an examination of one of the numerous (22) scratched glass tilesThey minimized that issue, stating that it only was visible when light shone on itI then showed them the second of our many concerns, the corner with the red visible wall behind it (please see JPG [redacted] as evidence), in addition to the lengthy grout crack and the odd discoloration in the left-side tile that apparently is from that tile being chipped repeatedly in the cutting processIt was at this point that Steve leaned in near me to get a closer look at the corner when I noticed the marijuana odor and questioned them about using prior to arriving in my homeFollowing Heidi’s acknowledgement that yes, both she and Steve had used marijuana shortly beforehand and then her minimizing its potential relevance, the conversation indeed became further contentiousOn both sidesRed Feather Ltdacknowledges this in their most prior response, noting that at one point Steve “asked (me) how many back splashes (I) had set.” Clearly his rhetorical question to me here was not in earnest; rather, it was meant in a back-handed manner, intended to minimize and marginalize my position as an already-paid customer with several legitimate and evidenced concernsTheir verbal behavior here catalyzed the argumentative nature of this encounterFurthermore, their conscious decision to present to our home in an attempt to resolve these concerns high on marijuana is baffling, profusely calling into question their judgment throughout this entire ordeal Anyway, it was shortly thereafter that Steve angrily declared this to be “a perfect job” and then the two left in the exact manner I described in my initial complaint to the Revdex.comAgain, I was not given any opportunity whatsoever to point out the numerous other issues that had arisen with their jobAlso again, I acknowledge that this conversation escalated rapidly and was quite heated by this point, so one could understand why they felt compelled in the heat of the moment to defend their work.However, their claim that this was “a perfect job” simply is not logically justifiableAgain, I refer to the provided series of pictures in Dropbox that depict numerous unique and significant cracks in the grout (for example see JPGs ***, ***, ***, ***, ***, ***, ***, ***, ***, and ***), numerous and unique areas where the grouting was missed entirely (for example see JPGs ***, ***, ***, ***, and ***), and numerous and unique instances where the grout had dried onto the mosaic tile (for example see JPGs ***, ***, and ***)I simply can’t be led to believe that any professional would see all of these problems (not to mention the other ones discussed not here but instead in my prior communications as well) and still refer to their work as “perfect.” Either (a) they did not “listen to all of (my) concerns” as they so claimed nor address them whatsoever, and/or (b) they’re refusing to own up to having made some mistakes with this particular jobEither way is problematic given that the evidence of significant problems with their work that I’ve provided in the pictures is undeniable We hired Red Feather Ltdbased on their perfect track records with the Revdex.com and [redacted] , with the expected hope that past performance is a strong (albeit never perfect) predictor of future performanceMistakes can and will happen from time to time, and when they do, it’s important to own up to them, even if it feels damaging to one’s egoTheir refusal to do so here in spite of ample evidence here to the contrary constitutes overt negligence on their part.A few other points in response to Red Feather Ltd.’s most recent reply to our complaint:· I had a lamp on when they arrived on that day so that they could better see various areas that needed to be fixedAfter all, portions of the backsplash (and thus several areas with problematic/cracked grouting) reside under our cabinetsI’m confused as to why this in particular was concerning to them and warranted mention in their last rebuttal.· I did not pull the outlets out of the walls as they had statedHowever, I had taken off the outlet covers on 1/10/because when I plugged appliances into the respective outlets, grout flakes would fall down onto the countertopI had cleaned off the excess grout flakes around the outlets and left off the covers that day in anticipation for Red Feather Ltdto finish their grouting job.· The grout continues to flake off stillOn a daily basis I find grout flakes on my counter.· Originally we did begin the online process to file a claim with their insurance ( [redacted] )Mr [redacted] with [redacted] (***@ [redacted] ) contacted us a few days afterwardPer his request, we provided him with online access to the 25-pictures that we’ve also provided to Ms [redacted] with the Revdex.com (also provided to [redacted] r)After his further review of these photos he contacted us again a few days later to express his extreme dismay with the quality of the work product as evidenced in the photosHowever, he stated that he could not process the claim because their insurance policy does not cover actual work product or if a job was abandonedRather, they cover only subsequent damages resultant from the work product.In the time since our last reply to the Revdex.com, we’ve had two other independent tile/grout professionals present to our home at different dates to provide estimates for the removal of Red Feather Ltd.’s workOne of these individuals hypothesized that if he were to re-grout over Red Feather Ltd.’s grout job, it likely would not stick and thus would need to be removed completely (his estimate still is pending)He also could not ascertain why they chose to not seal the mosaic tile in an effort to prevent the grout from sticking to its nooks and cranniesTo add, he also actually laughed when I relayed to him that Red Feather Ltdclaimed to be experts in working with glass tile and that they had developed a special technique for doing soThe second professional, following his close inspection of their job, unequivocally recommended complete removal and replacement of the backsplash given the otherwise painstaking, time-consuming, risky, and far costlier task it would be to just redo the groutHis estimate for the removal of the tile and any needed drywall installation came to $Copies of these estimates can be forwarded onto the Revdex.com as part of our attempt at resolution in this manner.We kindly request assistance from the Revdex.com to mediate in resolving this situation hopefully as soon as possible so that we ideally may move on with our kitchen remodelOur request for remuneration stands in theory as it was previously stated; approximate figures are provided below: Payment to Red Feather Ltd.: $ Tile replacement: $ Removal/repair of Red Feather Ltd.’s product: $ Total (approximate, pending further estimate): $1, Furthermore, Red Feather Ltdis to remove their rebuttal to our current review of their work on [redacted] .com (https://www[redacted] ), where they refer to me as attempting to get free work out of them, which was not my intentionRather, I simply had hoped for a decent backsplash.Thank you all yet again for your consideration with this situation Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I am rejecting this response because: My complaint stands as is because it is completely factualThe pictures that they took were from 1/4/2018, the day that they grouted the tileThe grout was wet and per their instructions needed a few days to dryMany (but not all) of the problems occurred as the grout dried, such as the crackingThey returned on 1/10/to complete the job (e.g., drill more holes in the tile as was promised) and to fix any potential problemsUpon arriving they looked at only a couple of the more minor concerns, refused to see the major cracks and areas in which they missed grouting completely (please see attached pictures), and then left upset after mere minutesThey simply cannot claim efficacy in their work because, for one, they refused to look at the full number of problems that arose in their jobWe attached four pictures that provide a significantly closer look at their effortsWe're happy to forward many more pictures of other issuesThank you all so much for your help
Here is the information as promisedI could only upload pictures and we have I chose the ones that gave you an overall view of the work We will not be responding to her accusations as we believe it will add fuel to her fire She was aggressive and unreasonable when we went to review her complaintsWe feel she is attempting to extort money and we will not be paying her anything The job is 100% complete We deserve 100% of what we were paid We believe our pictures will speak for themselves We do not need this stress and if she continues, she will be on the other end of a defamation lawsuit Thank you for your assistance in this matter.Sincerely,Steve and Heidi K***
Complaint: [redacted] I am rejecting this response because:Hi- thanks again for reviewing and considering my complaintI apologize in advance for the length of this response; however, I felt it necessary to respond to Red Feather Ltd.’s most recent rebuttal with a sufficient amount of clarity and detail.Prior to revisiting the events that occurred during Red Feather Ltd.’s return to our house on 1/10/2018, I again want to draw the Revdex.com’s attention back to the series of pictures that we provided to Ms [redacted] via the Dropbox link, which provides numerous different examples of problems resultant from their work effortFor the record, these pictures were taken on 1/10/shortly after their departure from our home that day, and a mere six days after they had applied the grout on 1/4/As we’ve stated before, we’re willing to provide many more pictures of other unique instances depicting similar issues if so requested When they entered our home we immediately went over to my first, and again admittedly more minor of several concerns, an examination of one of the numerous (22) scratched glass tilesThey minimized that issue, stating that it only was visible when light shone on itI then showed them the second of our many concerns, the corner with the red visible wall behind it (please see JPG [redacted] as evidence), in addition to the lengthy grout crack and the odd discoloration in the left-side tile that apparently is from that tile being chipped repeatedly in the cutting processIt was at this point that Steve leaned in near me to get a closer look at the corner when I noticed the marijuana odor and questioned them about using prior to arriving in my homeFollowing Heidi’s acknowledgement that yes, both she and Steve had used marijuana shortly beforehand and then her minimizing its potential relevance, the conversation indeed became further contentiousOn both sidesRed Feather Ltdacknowledges this in their most prior response, noting that at one point Steve “asked (me) how many back splashes (I) had set.” Clearly his rhetorical question to me here was not in earnest; rather, it was meant in a back-handed manner, intended to minimize and marginalize my position as an already-paid customer with several legitimate and evidenced concernsTheir verbal behavior here catalyzed the argumentative nature of this encounterFurthermore, their conscious decision to present to our home in an attempt to resolve these concerns high on marijuana is baffling, profusely calling into question their judgment throughout this entire ordeal Anyway, it was shortly thereafter that Steve angrily declared this to be “a perfect job” and then the two left in the exact manner I described in my initial complaint to the Revdex.comAgain, I was not given any opportunity whatsoever to point out the numerous other issues that had arisen with their jobAlso again, I acknowledge that this conversation escalated rapidly and was quite heated by this point, so one could understand why they felt compelled in the heat of the moment to defend their work.However, their claim that this was “a perfect job” simply is not logically justifiableAgain, I refer to the provided series of pictures in Dropbox that depict numerous unique and significant cracks in the grout (for example see JPGs ***, ***, ***, ***, ***, ***, ***, ***, ***, and ***), numerous and unique areas where the grouting was missed entirely (for example see JPGs ***, ***, ***, ***, and ***), and numerous and unique instances where the grout had dried onto the mosaic tile (for example see JPGs ***, ***, and ***)I simply can’t be led to believe that any professional would see all of these problems (not to mention the other ones discussed not here but instead in my prior communications as well) and still refer to their work as “perfect.” Either (a) they did not “listen to all of (my) concerns” as they so claimed nor address them whatsoever, and/or (b) they’re refusing to own up to having made some mistakes with this particular jobEither way is problematic given that the evidence of significant problems with their work that I’ve provided in the pictures is undeniable We hired Red Feather Ltdbased on their perfect track records with the Revdex.com and [redacted] , with the expected hope that past performance is a strong (albeit never perfect) predictor of future performanceMistakes can and will happen from time to time, and when they do, it’s important to own up to them, even if it feels damaging to one’s egoTheir refusal to do so here in spite of ample evidence here to the contrary constitutes overt negligence on their part.A few other points in response to Red Feather Ltd.’s most recent reply to our complaint:· I had a lamp on when they arrived on that day so that they could better see various areas that needed to be fixedAfter all, portions of the backsplash (and thus several areas with problematic/cracked grouting) reside under our cabinetsI’m confused as to why this in particular was concerning to them and warranted mention in their last rebuttal.· I did not pull the outlets out of the walls as they had statedHowever, I had taken off the outlet covers on 1/10/because when I plugged appliances into the respective outlets, grout flakes would fall down onto the countertopI had cleaned off the excess grout flakes around the outlets and left off the covers that day in anticipation for Red Feather Ltdto finish their grouting job.· The grout continues to flake off stillOn a daily basis I find grout flakes on my counter.· Originally we did begin the online process to file a claim with their insurance ( [redacted] )Mr [redacted] with [redacted] (***@ [redacted] ) contacted us a few days afterwardPer his request, we provided him with online access to the 25-pictures that we’ve also provided to Ms [redacted] with the Revdex.com (also provided to [redacted] r)After his further review of these photos he contacted us again a few days later to express his extreme dismay with the quality of the work product as evidenced in the photosHowever, he stated that he could not process the claim because their insurance policy does not cover actual work product or if a job was abandonedRather, they cover only subsequent damages resultant from the work product.In the time since our last reply to the Revdex.com, we’ve had two other independent tile/grout professionals present to our home at different dates to provide estimates for the removal of Red Feather Ltd.’s workOne of these individuals hypothesized that if he were to re-grout over Red Feather Ltd.’s grout job, it likely would not stick and thus would need to be removed completely (his estimate still is pending)He also could not ascertain why they chose to not seal the mosaic tile in an effort to prevent the grout from sticking to its nooks and cranniesTo add, he also actually laughed when I relayed to him that Red Feather Ltdclaimed to be experts in working with glass tile and that they had developed a special technique for doing soThe second professional, following his close inspection of their job, unequivocally recommended complete removal and replacement of the backsplash given the otherwise painstaking, time-consuming, risky, and far costlier task it would be to just redo the groutHis estimate for the removal of the tile and any needed drywall installation came to $Copies of these estimates can be forwarded onto the Revdex.com as part of our attempt at resolution in this manner.We kindly request assistance from the Revdex.com to mediate in resolving this situation hopefully as soon as possible so that we ideally may move on with our kitchen remodelOur request for remuneration stands in theory as it was previously stated; approximate figures are provided below: Payment to Red Feather Ltd.: $ Tile replacement: $ Removal/repair of Red Feather Ltd.’s product: $ Total (approximate, pending further estimate): $1, Furthermore, Red Feather Ltdis to remove their rebuttal to our current review of their work on [redacted] .com (https://www[redacted] ), where they refer to me as attempting to get free work out of them, which was not my intentionRather, I simply had hoped for a decent backsplash.Thank you all yet again for your consideration with this situation Regards, [redacted] ***