Red Feather Ltd.

Revdex.com:I would like my complaint ID ***, to be handled through an Arbitration hearing with Revdex.comImportantly however, we just accepted to proceed with a separate arbitration hearing regarding this matter through *** (via ***)If this means that we cannot seek arbitration through the Revdex.com, which we think may be accurate, then we completely understandWe're just trying to ensure our appropriate optionsThanks again for all of your support in this matter. Regards,*** ***

[redacted] We told both [redacted] and her husband that we would need to come back to drill the holes because the second hole Steve drilled broke the glass.  He removed it and re-grouted immediately. We explained that the tile adhesive would need to dry to prevent that from happening again.  We also told them that if any of the grout shrank we would fill them in when we came back in a week.  I even put a note in their payment receipt stating "see you next week" [redacted] asked if she could fix any grout shrinkage herself and we told her yes.  As our contract shows, we had not estimated to drill the holes, so we decided she could have someone else do them after our encounter on 1/10/18. When we arrived at 3:00 on 1/10/18, the lights in the kitchen were turned off and two small lamps were setting on the counter tops.  In addition, all of the switch plate covers were removed and the outlets pulled out of the walls.  She had a flashlight shining sideways into the tiles. She shown the light through one of the cut glass tiles on the left end and said it had a scratch.  We did not see a scratch, note: we did not supply any of the tile.    There was on 1/2 inch spot of missing grout near the sink and a pin head size of red paint showing through two pieces of glass tile in the corner to the right of the stove. The red spot could not be seen unless you were 6 inches away with a flashlight.  The red spot is because the wall was painted red and the two ends of glass tile came together in the corner, so you could see where the tile adhesive (put on with a trowel) did not cover the paint in that tiny area.  We were there long enough to listen to all of her concerns.  When Steve tried to state or offer anything, she cut him off.  Finally he asked her how many back splashes she had set, she said "I could have done a better job."  That is when her hostility and unreasonableness made us so uncomfortable that we decided to leave. She created such a hostile environment that we felt it was best not to do anything in her home. She has now accused Steve of pulling the door out of her hands several times when what happened was she ran after us as we were leaving and pulled the door from Steve and yelled out her front door “I am going to your insurance co and the Revdex.com” She filed a claim with our insurance co who denied it because there were no damages and now she is claiming damages in her complaints. Thank you for your time.

Here is the information as promised. I could only upload 4 pictures and we have 10. I chose the ones that gave you an overall view of the work.   We will not be responding to her false accusations as we believe it will add fuel to her fire.  She was aggressive and unreasonable when we...

went to review her complaints. We 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[redacted]

Complaint: [redacted]
I am rejecting this response because:Hi- thanks again for reviewing and considering my complaint. I 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 effort. For the record, these pictures were taken on 1/10/2018 shortly after their departure from our home that day, and a mere six days after they had applied the grout on 1/4/2018. 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 tiles. They minimized that issue, stating that it only was visible when light shone on it. I 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 process. It 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 home. Following 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 contentious. On both sides. Red Feather Ltd. acknowledges 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 concerns. Their verbal behavior here catalyzed the argumentative nature of this encounter. Furthermore, 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.com. Again, I was not given any opportunity whatsoever to point out the numerous other issues that had arisen with their job. Also 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 justifiable. Again, I refer to the provided series of pictures in Dropbox that depict numerous unique and significant cracks in the grout (for example see JPGs [redacted], and [redacted]), numerous and unique areas where the grouting was missed entirely (for example see JPGs [redacted], and [redacted]), and numerous and unique instances where the grout had dried onto the mosaic tile (for example see JPGs [redacted], and [redacted]). 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 job. Either 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 Ltd. based 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 performance. Mistakes 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 ego. Their 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 fixed. After all, portions of the backsplash (and thus several areas with problematic/cracked grouting) reside under our cabinets. I’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 stated. However, I had taken off the outlet covers on 1/10/2018 because when I plugged appliances into the respective outlets, grout flakes would fall down onto the countertop. I had cleaned off the excess grout flakes around the outlets and left off the covers that day in anticipation for Red Feather Ltd. to finish their grouting job.·      The grout continues to flake off still. On 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]) contacted us a few days afterward. Per his request, we provided him with online access to the 25-30 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 photos. However, he stated that he could not process the claim because their insurance policy does not cover actual work product or if a job was abandoned. Rather, 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 work. One 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 crannies. To add, he also actually laughed when I relayed to him that Red Feather Ltd. claimed to be experts in working with glass tile and that they had developed a special technique for doing so. The 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 grout. His estimate for the removal of the tile and any needed drywall installation came to $560. 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 remodel. Our request for remuneration stands in theory as it was previously stated; approximate figures are provided below:             Payment to Red Feather Ltd.:                                 $750            Tile replacement:                                                  $400            Removal/repair of Red Feather Ltd.’s product:          $560            Total (approximate, pending further estimate):        $1,710   Furthermore, Red Feather Ltd. is 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 intention. Rather, 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 factual. The pictures that they took were from 1/4/2018, the day that they grouted the tile. The grout was wet and per their instructions needed a few days to dry. Many (but not all) of the problems occurred as the grout dried, such as the cracking. They returned on 1/10/2018 to complete the job (e.g., drill more holes in the tile as was promised) and to fix any potential problems. Upon 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 minutes. They simply cannot claim efficacy in their work because, for one, they refused to look at the full number of problems that arose in their job. We attached four pictures that provide a significantly closer look at their efforts. We're happy to forward many more pictures of other issues. Thank you all so much for your help.