Refinish First

[redacted] I finally got a hold of [redacted] and we will be going to look at things at her home tomorrow and then setting up a final date to do the repair work [redacted] ***

After arranging to touch up her tile surround, we did so last week and refinished a part of her tub that was covered when we originally did the work, as a courtesy Hours after we left, she called upset saying we missed spots, and asked why we did not refinish the whole shower I told her the "missed" spots were dirt(which they are, I have pictures) she was not satisfied In the interest of getting this behind us I told her we would come back out and respray the whole tub and shower She said she would call Monday to set a time In the meantime she apparently sent you a email complaining I am confused with her, she was happy with the shower when we were at her houseShe returned my call towards the end of last week and we set a time to come back out to refinish the whole shower, after we clean off the dirt[redacted] ***

Per our conversation I am letting you know that I have spent weeks trying to call this customer to look at her problem The evening phone number just rings and the Daytime number has a strange message, but I have left two messages giving her a cell phone # to call when it is convenient for her I have had no response[redacted]

Those are the facts as we know them.  Why would Amy have quoted a refinish only price? Why would she have told him 2 days instead of 3, which is what it would take for stripping and refinishing? Why would the technician drive all the way out to his house without the equipment to strip?  [redacted] sent us pictures with no comment, and did not contact us after we were last at his house to let us know he was not happy. He has not returned our call since filing this complaint.

[redacted]I finally got a hold of [redacted] and we will be going to look at things at her home tomorrow and then setting up a final date to do the repair work.
[redacted]
[redacted]

Hi [redacted],
When [redacted] met Amy (RF representative) at our home show booth he told her he had a fiberglass shower he would like refinished, she quoted him our standard price for refinishing, (not a price and time frame for a strip and refinish).  They set up a time to have the shower refinished....

When our technician arrived to refinish the shower he realized it had been stripped and refinished twice before, so we arranged to come back another day to strip and refinish the shower as it was going to take much longer.  We told him of the additional cost to strip the shower, he insisted that Amy told him the price she quoted included a strip and that she said it would look like a new shower.  I told him the price he was quoted was for a refinish only.  If she knew the shower needed to be refinished she would have quoted $250 more.  He was insistent and argumentative.  We agreed to do the work for the refinish price only.  After the shower was refinished, he said he was not happy, I met him at his house to inspect the shower, and I told him because it has been stripped and refinished twice before it will not look new but it will look very good.  We had a firm agreement to polish a couple of spots he was not happy with, the following day and that he would be there to inspect.  When my technician arrived [redacted] was not there to inspect or pay his bill, but my tech was able to get in to complete the work.  He polished the two spots we discussed.  A week later, we had not heard from [redacted], we sent him an SMS invoice.  He sent back some blurry pictures of his shower with no comment.  This happens regularly with happy customers, and he did not comment or contact us in any way.  The next thing we heard was a complaint he filed with the Revdex.com.  We have tried to contact Mr. [redacted].  As of today he has not returned our call.

After arranging to touch up her tile surround, we did so last week and refinished a part of her tub that was covered when we originally did the work, as a courtesy.  Hours after we left, she called upset saying we missed spots, and asked why we did not refinish the whole shower.  I told her the "missed" spots were dirt(which they are, I have pictures) she was not satisfied.  In the interest of getting this behind us I told her we would come back out and respray the whole tub and shower.  She said she would call Monday to set a time.  In the meantime she apparently sent you a email complaining.  I am confused with her, she was happy with the shower when we were at her house. She returned my call towards the end of last week and we set a time to come back out to refinish the whole shower, after we clean off the dirt.[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This response is actually quite laughable to me. This is not what happened whatsoever. I have never been rude to any technician. I had no problem with anyone, until I was treated poorly for wanting a situation resolved. Like I said before, I have the same water coming out of all of my faucets, so there should probably be water spots on all of the counter tops, which there are not. Secondly, I actually had to go out of my way to contact [redacted] to try to get answers, since I was quite obviously getting nowhere with "the owner". I had already posted a truthful review on the Facebook page before I talked with [redacted], but was screamed at for doing so. I now wish I had looked at the reviews before we had them do our counter tops, as I'm not the only one that's had a problem. I would think after getting the run around, and having to have them come out multiple times, our counter tops would not look the way they do now, after only 6 months. 
[redacted]
[redacted]

We do not sell or install water treatment systems, nor would we ever claim our product would never show water spots, as that is something beyond our control.  Also, [redacted] said she will not let us look at the countertop in question.  Please advise us going forward, as we have been reasonable and polite every step of the way, even though we have not received the same and don't expect to in the future.  [redacted]We do not sell or install water treatment systems, nor would we ever claim our product would never show water spots, as that is something beyond our control.  Also, [redacted] said she will not let us look at the countertop in question.  Please advise us going forward, as we have been reasonable and polite every step of the way, even though we have not received the same and don't expect to in the future.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to c[redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They did not do an acceptable job on the repair and missed an entire area. I called and was told he would come back on Monday I could not take off more time for them to try fix it again. There are hairs from the paint brush, there is a section that is not even done. I was told they were going to make it right and they did not.   I want a refund so I can have another business come out and do the job right.[redacted]

Per our conversation I am letting you know that I have spent 2 weeks trying to call this customer to look...

at her problem.  The evening phone number just rings and the Daytime number has a strange message, but I have left two messages giving her a cell phone # to call when it is convenient for her.  I have had no response.[redacted]

This started with [redacted] walking up to our booth at the fair and asking if our product is supposed to hide water spots.  I replied no, and told her we cannot control that, and especially if you have a dark color and/or hard water.  She then said that we promised it would not show water...

spots and asked what I was going to do about it.  I told her there is nothing we can do, it is a water issue, if you had dark counters of any kind it would show water spots.  Without letting me finish explaining she then walked off saying she was going to let everyone know we weren't going to help her.  I remember her from when we did her job because she was always so angry and nasty with my technicians.  She came to our booth looking for confrontation, I was very polite.  I looked her up after she left our booth and had [redacted] call her to see if we could look at her top, because maybe there was something we could do (clean her top, and show her why she needs to dry the counter after using the sink).  [redacted] called her and set a time for 2 days later.  She was still nasty with [redacted], but [redacted] was very polite.  The next day she posted nasty things on Facebook about our company.  [redacted] called her and said we talked the day before and were going to come out to look at her counters, and asked why she posted that on Facebook when we haven't even looked at her counters.  She then started saying [redacted] was yelling at her said she didn't want [redacted] to look at her counters and hung up.  We are at a loss with this.  She is a mean nasty person, we do not know what she wants but it is not a solution, or to be reasonable.  Thanks for your help [redacted]

He might have said he offered to pay before he filed the complaint but that is not so.  We would have gladly re-done the tub if he was going to pay us.  The house is in Mountain Home and therefor a hour drive each way for my technician, there is no way we would have re-done the tub for...

free when the damage was clearly not covered in the warrantee. This was simply a matter of his tenants damaging the tub in a way that was not covered in our warrantee.  When the customer offered to pay we immediately scheduled the work and got it done to his satisfaction in a timely fashion.  We did everything a company should.   [redacted]

I will accept that the business will come out and redo my tub and tile .I just want this issue resolvedThe so called touch up job left paint brush hairs where [redacted] did his touch up job. The company will be out next Thursday and Friday to redo everything